Manager Operational Excellence Jobs

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:
Our Accident Management business unit exists to help clients realize meaningful cost avoidance savings in their accident claims processes. We do this by skillfully managing the vehicle transport logistics required between when a customer reports that they’ve been in an accident and when their vehicle is ultimately delivered to a repair facility or salvage yard.
To deliver on our value proposition for our clients, we operate in a high volume, operationally complex environment, where the thoughtful, thorough, and disciplined approach of a skilled Operational Excellence expert can have a major impact on both the quality of our service delivery and on our operational costs required to deliver those services.
Key Outcomes:

• Cost - Improve financial performance
• Quality - Improve quality of our service delivery, as measured by reduction in key defect metrics
• Culture - Support building a culture of Operational Excellence / Continuous Improvement within the Accident Management team that creates momentum to scale more broadly throughout Agero

Responsibilities:

• Consider a range of people, process, and technology solutions to address improvement opportunities in partnership with our product, engineering, and operations teams
• Deliver service quality improvements and operational cost reductions for our Accident Management business unit by leveraging a hypothesis-driven approach to root cause problem solving
• Leverage Lean and Six Sigma principles to separate signal from noise to identify high impact opportunities and solve to true root causes
• Influence collaboration and action without direct authority over cross-functional teams
• Drive a culture of Operational Excellence / Continuous Improvement through teaching and coaching the use of tools to our Development, Operations, and back office teams
• Communicate effectively up and down within the organization, from our front-line agents to our senior executive team
• Develop data-driven recommendations to cross-functional leaders in a way that is compelling, drives action, and delivers results that not only improve the Accident Management business, but also build the case to continue growing our Operational Excellence / Continuous Improvement capabilities more broadly within Agero

Skills, Education and Experience:

• Strong problem solving, project management, and communication skills with ability to make compelling recommendations to cross-functional leaders that balance business objectives, constraints and risks
• 7-10 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries preferred
• Familiarity with Human Factors Engineering preferred
• Capable of thriving under minimal supervision, bringing recommendations for future projects / investigations to Director of Operational Excellence and functional leaders without being specifically asked to do so
• Excellent data and business analysis skills, able to complete detailed evaluations of structured and unstructured data to glean insights and drive improvements
• History of delivering results in process improvement and process reengineering (be prepared to speak to specific examples)
• Experience in roadside assistance / insurance claims NOT required with an ability to transfer skills across industries
• Lean Six Sigma Black Belt certification required
• Ability to build systems that are easily workable for teams and sustain improvement initiatives
• Bachelor’s degree required, industrial engineering or process engineering strongly preferred
• Expertise in teaching continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through workshops and execution of initiatives
• Demonstrated success in deploying an Operational Excellence/Continuous Improvement transformation within organization with no previous CI/Lean exposure

Hiring In:

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

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.
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• 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]