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Performance Manager

| Greater Boston Area

About the Company:

Agero is a leading provider of vehicle driver and safely, security and information services including roadside assistance, consumer affairs and claims management services. The company protects 80 million vehicle owners in partnership with leading automobile manufactures, insurance carriers and others. Managing one of the largest national networks of service providers, Agero responds to more than 10 million requests annually for emergency assistance. 75% of new passenger vehicles sold in the US use Agero solutions and 11 of the top 15 insurance companies leverage our services. Agero’s award winning solutions leverage advances in technology and information services to accelerate and enhance response to drivers needs while strengthening customer loyalty. Agero is a member company of Cross Country Group, is headquartered in Medford, Ma with operations throughout north America. Agero has revenues of $1b+ and 3,500 employees.

The Role & Our Team:

We're looking for a service oriented and resilient Performance Manager who is passionate about customer service, helping others and delivering strong results.

Key Outcomes for the Role

  • Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
  • Coach service providers on overall performance within assigned region.
  • Communicates product and process changes to individual providers.
  • Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
  • Coordinates and completes targeted proactive analyses for managing network performance.

On the Job:

The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network region. Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus. Performs root cause analysis to identify under performing 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.

About You...

What we're looking for in you:

EDUCATION: Bachelor’s degree in business or equivalent experience.

EXPERIENCE: 3 - 5 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.

COMPLEXITY: 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.

ADDITIONAL REQUIREMENTS: Flexibility and up to 25% travel required

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

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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 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

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
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!

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! Plus we offer a free subscription to the CC Motor Club.

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