Director Operations Process Management at Agero

| 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
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    • DrupalCMS
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    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • Constant ContactEmail

Location

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.

An Insider's view of Agero

What projects are you most excited about?

“We're passionate about making the roads safer with our Driver360 mobile platform. We’ve developed crash detection technology that helps people when they're most in need, and we're using billions of miles of driving data to study crash risk factors and find ways to help people avoid crashing in the first place.”

Michael

Sr Data Scientist, Business Intelligence

How does the company support your career growth?

Agero has provided me the opportunity to work on a number of different strategic, cross-functional projects.

Ashley

Manager, HR Initiatives

What's the biggest problem your team is solving?

Our Engineering/IT teams are moving to the Amazon AWS cloud, which involves a lift/shift for some applications as well as rewriting other applications to be more micro service orientated. This effort is a huge transformation which includes new roles, training and re-thinking how IT operates as a cloud service organization.

Karen

Director, DevOps

What are Agero Perks + Benefits

Agero 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)
Acme employees can contribute up to $2800 annually to their FSA.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
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.

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