Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.
The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.OVERVIEW:Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.DUTIES AND RESPONSIBILITIES:
Build relationships with key stakeholders within the Expert Performance and Operations teams
Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention
Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
Provide insight to and support incentive plan communications as needed
Demonstrate functional understanding of company's core financial performance
Responsible for meeting and exceeding timing, goals, and objectives on assignments
Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress
EXPERIENCE:
Ability to build and maintain relationships and partner effectively across diverse internal organizations
Proven ability to lead & develop team of technically-minded individuals
Strong analytical and problem-solving skills
Proactively identify and meet customer needs
Excellent communication, interpersonal and organizational skills with a hands-on management style
Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
Experience leading strategic business transformational activities
Experience in supporting call-center operations
Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint
DESIRED QUALIFICATIONS:
Bachelor's Degree with relevant experience; advances degree encouraged
3-5 years' work experience in a related field such as sales or operations
Black Belt certification encouraged
3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
Asurion
The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.OVERVIEW:Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.DUTIES AND RESPONSIBILITIES:
Build relationships with key stakeholders within the Expert Performance and Operations teams
Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention
Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
Provide insight to and support incentive plan communications as needed
Demonstrate functional understanding of company's core financial performance
Responsible for meeting and exceeding timing, goals, and objectives on assignments
Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress
EXPERIENCE:
Ability to build and maintain relationships and partner effectively across diverse internal organizations
Proven ability to lead & develop team of technically-minded individuals
Strong analytical and problem-solving skills
Proactively identify and meet customer needs
Excellent communication, interpersonal and organizational skills with a hands-on management style
Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
Experience leading strategic business transformational activities
Experience in supporting call-center operations
Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint
DESIRED QUALIFICATIONS:
Bachelor's Degree with relevant experience; advances degree encouraged
3-5 years' work experience in a related field such as sales or operations
Black Belt certification encouraged
3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
Asurion
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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