Field Operations Manager
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.
DESCRIPTION SUMMARY:
This position owns overall service delivery within an assigned area/region. Responsible for building and managing the relationship with all service providers and accountable for the quality, capacity, and profitability of the area/region. Utilizes sales and relationship management skills to deliver the Agero value proposition to new and existing service providers. Tracks and analyzes reports and trends to maintain effective network development and service delivery. Performs root-cause analysis to identify gaps and drive improvements across all key metrics Works closely with client facing teams to ensure teams actions are aligned with client specific needs. Partners with Product team to align on key initiatives and implementations. Develops strong relationships and fosters key partnerships with service providers.
ESSENTIAL FUNCTIONS:
- Accountable for the overall quality, capacity, and profitability within assigned area/region.
- Owns the relationship with all Agero service providers in assigned area/region.
- Conducts regular site visits with service providers to review performance
- Delivers the Agero value-proposition to new and existing service providers
- Serve as advocate/voice of Service Providers within Agero, and the advocate/voice of Agero within the Service Provider community
- Performs root-cause analysis to identify gaps and drive improvements across all key metrics
- Anticipates area needs then explores and facilitates new provider opportunities for service delivery within assigned areas.
- Assist with client reviews, attends dealer/agent conferences, performs fieldwork and attends trade shows to build and maintain company's market presence. Establishes strong working relationships with these constituents.
- Assists in developing on-boarding and targeted recruitment strategy for growing and improving network of providers in assigned area/region.
- Builds and maintains strong and collaborative cross-functional relationships with internal stakeholders.
KNOWLEDGE, SKILLS, AND ABILITIES:
EDUCATION: Bachelor's degree in business or equivalent experience. MBA preferred.
EXPERIENCE: 3 - 5 years of experience in subcontractor and supplier relations. Experience managing relationships with third party vendors and partners. Previous service experience in the automotive industry is a plus. Strong analytical, communication and relationship building skills are a requirement.
COMPLEXITY: Excellent performance management and relationship building skills. Exceptional written and verbal communication skills. Works in a fast-paced environment and builds strong partnerships. Utilizes good judgment, analytical and decision-making skills. Works independently with minimal guidance.
ADDITIONAL REQUIREMENTS: Flexibility and up to 70% travel required.