Senior Manager, Customer Solutions Technology

Senior Manager, Customer Solutions Technology

Location: Nashville, TN

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Customer Solutions Technology Senior Manager is responsible for reinventing the way Asurion Experts work. You will help create internal tools and technology that drives performance and builds community. The Customer Solutions Technology Senior Manager will have a deep understanding of both Customer Solutions operations and enterprise technology to deliver the innovation that enables our short-term goals and long-term strategy.

Essential Duties and Responsibilities:

• Drive the design and delivery of a platform, group of products, or product domain from various technology teams for Customer Solutions
• Influence the team’s technical and business strategy by making insightful contributions to the team’s priorities and approach. Make a significant contribution to strategic planning
• Partner with Operations, Product, and Technology teams to support their build and deliver capabilities and lead development initiatives of high complexity
• Operate autonomously and demonstrate strong decision-making skills in ambiguous situations to drive initiatives forward
• Enable change by understanding business needs and recommending technology solutions
• Craft a compelling technology vision and masterfully drive alignment within your team and across the business
• Ensure our technical and non-technical teams are effectively working together to drive benefit to the business.
• Conduct research and leverage quantitative data and qualitative user feedback to ensure our solutions meet Expert needs and deliver key metric results
• Develop a deep understanding of data structures and process flows
• Partner and communicate effectively with a variety of teams and stakeholders in a highly matrixed organization
• Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business
• Demonstrate extreme ownership for the products you support and ensure users and stakeholders receive the support they need
• Drive a Minimum Viable Product (MVP) test-and-learn approach and push to learn fast and iterate quickly
• Define the right Key Performance Indicators (KPIs) to track and deliver critical objectives and key results; use data, metrics, and feedback to prioritize the team's efforts and measure success
• Effectively lead a team of Technology Managers and Sr Analysts if required
• Experience mentoring technical teams and working in a leadership role
• Build a collaborative, inclusive, fun, and high-performance team culture
• Performs other duties and special projects as assigned

Here’s what you’ll bring to the team:

• Bachelor’s degree and 5 + years of cumulative experience in product management / development, technology / engineering roles, startup operations, scaling business models, or other relevant experiences
• 2+ years of experience specifically building products, preferably in an Agile / Journey Team model and leading a team through a direct or dotted-line reporting structure
• Effective communication skills and the empathy to clearly connect with a diverse set of stakeholders
• Excellent collaboration and cross functional partnership skills
• Desire to solve complex programs and make proactive decisions in ambiguous situations
• Strong understanding of modern technology stacks
• Excellent analytical skills and ability to derive insights from data
• Ability to influence internal colleagues from all business functions
• Previous direct team leadership experience preferred
• Occasional domestic / international travel required
• Basic understanding of computer programming principles
• Proficient in Microsoft Office Suite
• Experienced in various systems as required. May include QFiniti, PowerBI, Microsoft Flow, SQL Studio, Twilio Flex

We take care of you (benefits/perks):

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills