Field Operations Manager

About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

Role Description and Mission:

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

The Field Operations 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 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.

Key Outcomes: 

• 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.

Qualifications:

• Bachelor’s degree in business or equivalent 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.
• 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.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA