Regional Director Field Repair

Assurant has an exciting opportunity for a Regional Director Field Repair!

Our team of In-Store Repair Technicians keep our customers connected by engaging with them to explore device issues, repairing mobile devices, and determining warranty adjudication. You’ll lead a team of District Managers - who in turn are responsible for Technicians across 10-12 retail stores – and be responsible for establishing and maintaining operations for your assigned regional store footprint; ensuring customer experience, quality and productivity objectives are achieved. You’ll be responsible for regional inventory, expense control and operating costs, District Manager engagement, coaching and development.

This is a remote opportunity!

Key Responsibilities:

• Oversee operations and performance of repair operations across retail stores in regional area
• Will be responsible for 40 – 50 store locations
• In partnership with Dynamic Fulfillment leaders and functional teams (product development, marketing, technology, legal, finance, etc.) contribute to creation of short- and long-term field repair strategy and operating plan.
• Leads staff in leading technician workforce to achieve short- and long-term goals, including meeting and exceeding client focused KPIs.
• Serves as program SME (subject matter experts) internally and externally.
• Deliver a consistently excellent customer experience across assigned regional area.
• Develop and maintain strong and effective cross functional partnerships with internal partners to ensure effective and consistent client service delivery, and development and execution of service initiatives.
• Continually enhance client and customer satisfaction and perceptions. Ensure performance standards are set and exceeded.
• Conduct regularly recurring meetings with District Managers to review store repair metrics and customer feedback data to identify and create action plans to address performance opportunities
• Drive strategies, initiatives and programs intended to enhance repair operations and customer experience metrics by motivating Repair Technicians, holding them accountable for performance and behaviors and providing targeted feedback as required
• Serve as the primary point of executive escalation for any performance and operational issue
• Conduct ongoing coaching sessions with District Managers to ensure performance objectives, culture, processes, and activities are being achieved and aligned with Assurant’s values
• Conduct quarterly operational store updates/report-outs
• Conduct monthly and quarterly business reviews with Sr. Leaders to provide updates around overall region performance
• In collaboration with Talent Acquisition implement and drive recruitment programs to ensure District Managers maintain adequate staffing levels in retail stores

• In collaboration with Training organization implement and drive training programs to ensure Repair Technician skills remain current

Required skills/experience:

• Bachelor’s Degree in business
• 5-8+ years in, client management, product development, customer experience or related operations
• 5 years of experience with product service support or troubleshooting electronics; face-to-face customer service; leading teams responsible for electronic repairs
• Expert knowledge of field repair systems, platforms (mobility and home) and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
• Must possess or have capacity to quickly develop breadth & depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
• Strong team leadership, teamwork and collaboration skills
• Ability to build consensus cross-functionally to achieve results
• Strong bias for action
• Understanding of the legal & regulatory framework of insurance and extended warranty programs
• Ability to present highly complex processes at a managerial level and internal operational meetings
• Strong, proven relationship management skills
• Solid analytical skills with clear understanding of program financial levers and opportunities to drive increased value and operational efficiencies that benefit the program.
• Strong knowledge of Microsoft Office
• Between 25% and 50% travel.