Head Of Operations - East

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:

Responsible for co-leading efforts in building, managing and improving processes and capabilities related to the management of half of Agero’s national independent network of service providers. Is responsible for effectively managing the purchase of hundreds of millions of dollars of service annually. Executes an overarching strategy and plan of action in line with the objectives of the organization. Implements a strong customer-centric culture and operating practices across the team. Provides leadership and coaching to a diverse team of professionals

Key Outcomes:

• Develops and manages supplier contracts, promotions, programs and activities.
• Facilitates cross-functional collaboration through regular communications and active teamwork with Account Management, Accounting, IT, the Contact Center, and other Network Services staff. Communicates with clients and customers regularly.
• Implement processes consistent with company policies and practices and ensures compliance of service provider qualifications for insurance, bonding, safety, and quality assurance.
• Manages, motivates, coaches, and develops staff and team members, and completes regular performance appraisals.
• Develops and executes on plans to improve the quality, speed and cost of completing service delivery transactions.
• Sets challenging goals and measures service delivery performance against these, both at the team and individual levels. Analyzes performance and zone/market trends, and puts in place actions to eliminate service delivery gaps.

Skills, Education and Experience:

• Quality (black belt or green belt) certification preferred
• Previous experience in a consumer service organization with network development, supplier management, and process improvement a requirement.
• Bachelor’s degree in Business Administration or equivalent. MBA or Master’s degree in related field preferred.
• 4+ years of progressively increasing project or management experience and responsibilities.
• 8+ years of related experience within logistics or vendor management.
• Strong experience in data analysis

Hiring In:

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

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

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.

To review Agero's privacy policy click the link: https://www.agero.com/privacy.

• Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected]