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Service Performance Manager

| Greater Boston Area

Creates and manages the overall service delivery strategy for all services for an assigned network zone. Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate's area of focus. Performs root cause analysis to identify underperforming markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices. Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.

 ESSENTIAL FUNCTIONS:

  • Implements a master strategy for assigned zone role and creates action plans to improve CSI and reduce claims expense.
  • Participates in the execution of new product/project management strategic initiatives
  • Creates and negotiates structured rates for various services in assigned area
  • Coach service providers on overall performance within assigned zone.
  • Responsible for expanding service offerings for existing service provider base.
  • Communicates product and process changes to individual providers.
  • Builds and maintains positive relationships with clients, OEM dealers, insurance agents, and service providers while providing enhanced service level performance.
  • 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.
  • Coordinates and completes targeted proactive analyses for managing network performance.

Requirements

EDUCATION:

  • College Degree or equivalent work experience

EXPERIENCE:

  • 2-4 years of related supplier or asset management and/or procurement related experience.
  • Previous service experience in service delivery is a plus.
  • Strong analytical, communication and relationship building skills are a requirement.

SKILLS:

  • Excellent performance management and relationship building skills.
  • Exceptional written and verbal communication skills.
  • Works in a fast-paced environment, builds strong partnerships.
  • Utilizes good judgment, analytical and decision-making skills.
  • Works independently with minimal guidance.

WORKING RELATIONSHIPS:

  • Communicates with clients, service providers, and team members.
  • Effectively teams with peers, supervisors, and senior management to achieve corporate and client goals.

ADDITIONAL REQUIREMENTS:

  • Flexibility and up to 20% travel required.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • TrelloManagement
    • DrupalCMS
    • WordpressCMS
    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • ZohoCRM

Location

We are located in Medford, MA, right at Wellington Station with close access to the MBTA, I-93, Assembly Row, and a stones throw away from 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 has your career grown since starting at the company?

Agero has provided me the opportunity to work on a number of different products and technologies, from call center to in-vehicle Telematics to web and mobile products. Additionally, I’ve had leadership positions with several groups, including PMO, QA, and now Product Management, which has allowed me to learn and grow throughout my tenure.

Luke

VP, Project Management

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

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

We’ve got the benefits you’re use 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!

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