Performance Manager
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Job Description
Performance Manager improving service metrics, customer satisfaction, and costs for Agero’s vehicle assistance network. Managing providers and network performance across assigned U.S. states.
Responsibilities:
- Create and manage the overall service delivery strategy for all services within an assigned network zone
- Improve service delivery metrics and customer satisfaction while reducing costs
- Perform root cause analysis to identify underperforming markets
- Execute strategies to improve performance metrics
- Foster partnerships with key providers through education on best practices
- Manage providers to meet assigned performance metrics for all services
- Coordinate competitive intelligence and market feedback on essential issues
- Implement master strategies and action plans to improve CSI and reduce claims expense
- Coach service providers on overall performance within the assigned zone
- Communicate product and process changes to individual providers
- Build and maintain relationships with clients, OEM dealers, insurance agents, and service providers
- Coordinate and complete targeted proactive analyses for network performance
Requirements:
- 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
- Flexibility and up to 20% travel required
- Service Oriented/Internal Customer Service
- Decision Making
- Problem Solving
- Focus on Results
- Resiliency
- Conflict Resolution
- Must be currently authorized to work in the United States on a full-time basis
- Position is not eligible for employer visa sponsorship now or in the future
Benefits:
- Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families
- 401(k) plan with company match
- Tuition assistance
- Flexible time off
- Paid sick leave
- Ten paid holidays annually
- Parental planning benefits
- Bonus/Incentive Programs
- Company-paid travel arrangements and expenses for initial onboarding in Medford, if required
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