Senior Manager, Workforce Planning - Stores (Us)

Senior Manager, Workforce Planning – Stores

Location: Nashville, TN

 Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Support Operations component of the Customer Solutions team, directly supporting our customer-facing teams.

What you will be doing:

The Senior Manager of Workforce Planning for uBreakiFix stores meets business requirements by developing, communicating, and managing Workforce plans and policies for the entirety of the operational workforce. This role will synthesize volume forecasts, staffing levels, and workload data to develop in-depth workforce plans, aimed at driving efficiency in retail stores. The candidate will also be responsible for assessing and refining workforce policies and procedures across the workforce as well as advising the leadership team on long-term workforce strategy.

The candidate will bring extensive workforce management experience. The candidate will be able to navigate across the Asurion and uBreakiFix organizations by partnering with business teams from Operations, Forecasting, Analytics, and Finance. The candidate should be adept at navigating ambiguity and have experience in the development of new programs. This position requires leadership experience and the ability to hire and manage resources as the function grows in scope.

Essential Duties and Responsibilities:

• Lead a workforce management team. Develop and build a strong talent pool for this new capability as demand for resources grows.
• Partner and coordinate with key stakeholders including Corporate Operations teams, Franchise leadership, Marketing, Business Development, Strategy and Finance to both build workforce plans and share results.
• Assist Senior Executives in yearly operating planning and budgeting; Connect to AOP forecast process to ensure continuity and appropriate targets for long-term staffing health.
• Develop and maintain monthly, quarterly, and annual workforce and staffing plans.
• Provide ad-hoc facilitation, strategy sessions, & performance planning services to senior executives.
• Create and develop an overall workforce plan for Asurion Stores to maximize labor productivity, associate availability, and resource utilization. Refine these models over time to drive increased labor and parts efficiency across the business.
• Present complex issues through all avenues to effectively inform decisions and strategies.
• Identify and escalate staffing challenges and critical areas of opportunity.
• Oversee the long-term refinement of workforce management plans, adjusting to drive increased efficiency across the network.
• Build relationships to work effectively across department lines and all levels of management and maintain a proactive dialogue with business unit leadership for the purpose of anticipating future needs.

Here’s what you’ll bring to the team:

• Strong quantitative and analytical skills; demonstrated ability to structure and perform analysis.
• Ability to lead in a global, matrixed environment.
• Intellectual curiosity, passion for problem-solving, and comfort with ambiguity.
• Extensive knowledge of retail workforce planning and policy.
• Extensive experience leveraging forecasting models to drive labor and workforce planning.
• Capability to respond effectively to clients, employees, and management; ability to handle sensitive and/or confidential communications.
• High energy and a desire to work in a results-oriented, fast growth environment.
• Proficiency in Microsoft Excel, Power BI and other forecasting software.
• Creative problem-solving and approach to analytics – the ability to think outside the box about number–related problems.
• Demonstrated success in developing and delivering complex information to senior levels of leaders and exhibited the ability to influence.
• Experience in aligning projects and programs to key business initiatives.
• Inductive reasoning includes the ability to combine pieces of information to form general rules or conclusions.
• The Sr. Manager of Workforce Planning should be comfortable working in an office environment, with multiple hours working from a computer. This position requires the ability to collaborate with both remote and in person teams.
• Bachelor’s Degree in relevant field – preferably in Analytics, Statistics, Computer Science, Mathematics, or related.
• 3+ years’ experience in a workforce planning role, with a demonstrated successful track record in presenting complex results to senior levels is required.
• Professional presence with an ability to influence leadership.
• Superior oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively, skill, and confidence at all levels of the organization.
• High level of skill in both oral and written communication and the ability to effectively present ideas and information to all levels of the organization.
• Demonstrated ability to develop and implement process enhancements.

We take care of you (benefits/perks):

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

About Asurion

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier.  Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love...no matter the type of tech or where you purchased it.