Agero + Swoop
As the category leader, we are at the forefront of a major industry transformation.
Medford, MA

Director Operations Process Management at Agero + Swoop

| Greater Boston Area
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Ahead of the Curve.
No one knows the road like Agero. For over 40 years, we have provided the safest, smartest solutions for drivers and the companies that keep them moving.
As a result, we have become an industry leader, providing vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans and efficient claims management solutions. Our Roadside Assistance network protects more than 75 million drivers each year, providing award-winning service that helps motorists in their time of need while building customer loyalty for our clients.
Headquartered in Medford, MA with operations throughout North America, we are trusted by more than 100 leading corporations and used by 75% of the new passenger vehicles sold in the U.S. As a result, we have more information about cars and drivers than any other company. We use that data to continually enrich our solutions, maximizing our customers' opportunities while minimizing driver distraction.

Position Summary:

Responsible for leading efforts to define and execute best in class strategies for improvements in customer satisfaction/loyalty, process capability and quality across operations. This position will enable the continuous improvement of processes across sites, help establish a culture of operational excellence, elimination of non-value added or duplicate efforts, and other related defects in the business process across the organization. Acts as a central interface & process expert for other stakeholders. This role will help define and evolve business lines, evaluate quality issues, measure current process performance, analyze root cause defects, and develop targeted process improvement opportunities with process owners / business leaders.

Key Outcomes:

  1. Drive productivity improvements across several key projects
  2. Build out initial staffing and scheduling models for several strategic initiatives
  3. Within the first 3-6 months, implement several key process changes associated with strategic initiatives

Roles and Responsibilities:

  • Enables the continuous improvement of processes across operations acting as a subject matter expert to leaders and managers
  • Standardize processes and create consistency across operations
  • Partner with leaders to create a culture of continuous improvement by building capabilities and acting as an agent of change
  • Consult and advise leadership on process and performance improvement opportunities centered around the customer experience
  • Drive high visibility projects and implementations
  • Act as a coach to operations Site Leaders & Managers
  • Partner with Product and other teams in designing and building systems and processes to enhance operations
  • Collaborate effectively with groups company-wide
  • Analyze the needs and expectations of the customer’s experience in order to enhance quality and drive customer loyalty
  • Develop and analyze KPIs within the customer journey across the business to clearly identify error rate and optimization
  • Identify and implement voice of the customer trigger points and technologies to gain further insight in the customer experience
  • Identify, prioritize and execute initiatives aimed at improving the service delivery experience
  • Recommend innovative business and technical solutions to improve operational efficiencies, effectiveness and customer experience

Skills and Experiences

  • Bachelor’s Degree required, Engineering field preferred; MBA a plus
  • 8 years of process improvement and project leadership experience, preferably in the service or operations industry
  • Min of a Green Belt, Black Belt or Master Black belt ideal
  • Strong knowledge of Lean Six Sigma methodologies, tools and project management experience (certification preferred)
  • Experience with proven results in process improvement and process reengineering
  • Strategic thinker who can collect and analyze data to make appropriate process decisions/recommendations
  • Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities
  • Exceptional ability to prioritize and apply problem solving skills
  • Effective communicator at all levels of the organization ranging from front-line employees to enterprise officers
  • Excellent organization and time management skills
  • Results oriented, strong sense of urgency, collaborative, proactive and flexible
  • Ability to inspire others to strive towards a culture of Continuous Improvement - with high energy and coaching approach
  • Some travel may be required

 WORKING RELATIONSHIPS: Interacts with all levels of management and staff across the organization



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Where we are

We're located in thriving Medford, MA, a short distance from the MBTA with close access to I-93, restaurants, bars, shops and downtown Boston.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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What are Agero + Swoop Perks + Benefits

Agero + Swoop Benefits Overview

Agero is focused on providing a resource rich, creative environment driven by exciting work as well as a multitude of opportunities to accelerate your technology career. In support of this mission, we offer a wide range of benefits to include:

- Flexible time off policy
- Rich opportunities to volunteer and give back to our surrounding community through groups such as "read to a Child" and the Mystic Rivershed Cleanup organization.
- Tuition reimbursement
- A robust game and entertainment room complete with the latest and greatest gaming systems
- Weekly happy hours
- Robust internal career development programs designed to support the growth of each employees career
- World class onsite gym complete with spinning, yoga and much more!

Culture
Volunteer in local community
Read to a Child, Mystic Rivershed Clean up.
Eat lunch together
Intracompany committees
You will have the opportunity to help with: identifying the latest additions for our game rooms, discussing how to better communicate across the org or planning events.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Agero employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of pre-disability earnings.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Employer covered life insurance is equal to 1x an employee's annual salary. Employees also have the option to purchase supplemental life insurance up to 5x their annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Agero provides employees with a 401(k) matching plan managed by Fidelity Investments. We match 100% of the first 2% of contributions, and 50% of the next 4% of contributions.
Performance Bonus
Whether you are an engineer or a contact center representative, a piece of your annual compensation is delivered via an annual bonus, paid 2 per year. Target bonus amounts vary by role.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Company sponsored family events
Agero sponsors summer BBQ's as well as a halloween extravaganza complete with in house trick or treating, haunted houses and best costume contests for the children of employees.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!
Promote from within

Additional Perks + Benefits

We’ve got the benefits you’re used to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

An Insider's view of Agero + Swoop

How would you describe the company’s work-life balance?

Agero allows me to have the work-life balance I need. The company understands and cares that employees have things they need to deal with outside work. Agero is the most flexible company I have ever worked at in accommodating the chaotic schedule I sometimes have to work; I arrange my life first and know it’s ok to make my work fit in around that.

Cathy

Senior Manager, Data Science

How has your career grown since starting at the company?

The Agero team has supported my career growth in two ways, by helping identify my strengths and creating a role that plays to those strengths. They value their employees and frequently expose them to new opportunities. They have created an increasingly unique environment with relatively high job security, fun work, and high career growth potential.

Richard

Chief of Staff

What is your vision for the company?

To deliver exceptional, modern & seamless roadside assistance, accident management & connected vehicle experiences to customers worldwide. We’ve long been a leader in the US & are transforming the industry not just here but globally, creating new experiences for the consumer, client, call center agent, service provider, dealership & repair shop.

Jeff

Chief Strategy Officer

What makes someone successful on your team?

My team is comprised of Program Managers who are responsible for driving delivery across most of the organization. Those who are most successful are proactive, solution-oriented, and skilled collaborators, have a natural and relentless curiosity, and both embrace and evangelize change. Of course, great discipline and organization skills help too!

Stefanie

Director, Program Management

Agero Careers In Medford
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Senior Backend Engineer (Rails)

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4 days ago
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Swoop is looking for a Senior Software Engineer to build our client facing Open API to provide roadside assistance to everything from connected vehicles to insurance apps. You’ll  help us develop the models, business logic, and GraphQL API layer to provide a highly available and scalable platform to run the roadside assistance marketplace we've built over the past 3 years.

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The Finance Sr. Analyst position within the Financial Planning and Analysis (FP&A) is critical the FP&A team with the corporate business business functions within the Agero organization.  The person in this role will lead the Operating expense reporting for the Corporate functions (Technology, HR, Strategy, etc.) and assist in the work for Contact/Call Center expense reporting and forecasting – a key function within Agero’s Service delivery.  Additionally, this person will work with Accounting to make sure FP&A reporting is well coordinated with accounting and responsible for the budgeting and forecasts for the functions that they own. The Finance Sr. Analyst will report to the VP of Finance (FP&A).

Engineering Manager (Back End)

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We are searching for an exceptional engineering leader to help scale our engineering team and technology. Qualified candidates will be equally comfortable with technical leadership, people management, recruiting top talent, and hands-on development work. Our teams work on a variety of technically challenging problems in platform and API design, mobile and web application development, and much more. We are a highly automated team using continuous integration with model, integration, and system tests to build a high-quality product while maintaining a high velocity.

Senior Software Engineer - Full Stack

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Designs, develops, and maintains logical designs of n-tier, component-based enterprise application systems utilizing a component-based platform that leverages Restful services. Supports existing business systems applications and their underlying infrastructure using a serverless architecture.  Ensures that application designs align with the organization’s strategic technology direction. Recommends strategies for improving system applications with a focus on ease of deployment, security, reliability, stability, availability and performance.

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Lead of team of software engineers responsible for the development and maintenance of the financial systems. Assist with the goal setting of the engineering team and Implement planning activities that ensure goals will be met. Develops an outstanding organization through good organizational structure, development of employee’s capabilities, creative motivational programs and building positive working relationships. Directs and coordinates development and engineering activities of the technology group.

Senior Front End React Engineer

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Own the front end web code and experience. Help shape the front end architecture and institute best practices throughout our code base. Help grow and mentor the front end team to meet demand. Work with a designer / product manager to get new features out quickly and bug free. Convert Sketch files into functional styled components. Ensure cross-browser, cross-platform, and cross-device compatibility. Bring innovative ideas and solve complex technology problems.

Product Manager

Agero + Swoop
Greater Boston Area
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Ahead of the Curve. No one knows the road like Agero. For over 45 years, we have provided the safest, smartest solutions for drivers and the companies that keep them moving. As a result, we have become an industry leader, providing vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans and efficient claims management solutions. Our Roadside Assistance network protects more than 100 million