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Title: Senior Manager, Program Management
Business Function: Program Management
Location: Nashville, TN
The Senior Manager, Program Management helps create the optimal program structure for new client engagement programs and optimizes program performance of existing engagement programs. Engagement programs are customer interactions where Asurion experts engage with the customer to provide excellent customer service, solve their problem, and upsell an additional product.
For new client engagement programs, this individual will partner with the business development team to help create and recommend an optimal program structure. This role will create internal financial models for client economics and Asurion economics, communicate key financial drivers, and influence internal stakeholders to drive to optimal Asurion outcomes. This work will inform what commissions, fees, and other revenues that Asurion is paid and the long-term value creation for both the client and Asurion.
For existing client engagement programs, this individual will optimize program performance, balancing the unit economics of the individual engagements with overall program economics. This role owns performance dashboards for these programs, holds cross-functional performance review sessions, influences business partners, and maintains a detailed understanding of program performance (e.g., what is the prioritization of products that Asurion should sell, how are Asurion experts selling, how are engagement volumes performing vs. expectation, etc.).
KEY ACCOUNTABILITIES
· Support Program Management efforts and initiatives for engagements where Asurion serves the customer, solves their problem, and upsells an additional product.
· Assist in monthly program reviews for executive leadership around program performance, focused on engagement volumes, cost of services, rate of upsells, value creation for the partner and Asurion.
· Responsible for understanding program dynamics, performance, relevant program initiatives, variance reporting, and recommended actions.
· Work alongside the business development, finance, and pricing teams to create optimal program structures for new clients, developing financial models to communicate key financial drivers.
· Work alongside operations, finance, and product teams to create monthly program review presentations.
· Partner with other members of Program Management to develop common points of view on emerging trends, risks, and opportunities.
· Partner with internal resources to quickly perform root-cause analyses on client escalations and provide appropriate information and path to resolution.
· Establish strong cross-functional relationships with execution partners to implement improvement initiatives (sales, customer experience, cost savings, etc.)
QUALIFICATIONS
· 5+ years of relevant professional experience
· Bachelor’s degree in Business, Finance, Engineering, or equivalent required
· Experience in management consulting, financial services, insurance, or risk management strongly preferred.
· Ability to drive alignment and consensus across different parts of the organization.
· Strong business acumen and communications skills needed to interface with executive management.
· Experience in PowerPoint creation and storytelling.
· Superior Excel, financial modeling & mathematical skills.
· Demonstrated problem solver with ability to act as an analytical thought partner.
· Strong critical thinking skills to form key analysis and present insights to executive leaders.
· Experience applying strong problem-solving skills to complex financial/operational problems and associated integrated processes.
· Experience drawing insights and recommendation from disparate data sets.
· Strong quantitative and analytical skills.
· Demonstrated ability to build complex reporting and analytic models needed to understand issues at a detail level and forecast impacts of change.
· Strong stakeholder management & influence skills.
· Strong project management skills.