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.
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.