Agero Hiring for Director, Operational Excellence (Remote) Job at Medford, MA Full Time

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.

Position Summary:

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 to deliver those services.

Reporting directly to the General Manager of our Accident Management business unit, the Director of Operational Excellence will be responsible not only for executing initiatives, but also for building momentum and support across the enterprise to instill the ethos of Operational Excellence / Continuous Improvement in everything that we do at Agero. While this role is being hired as an individual contributor, the vision is that a strong performer who delivers meaningful results for the business will be positioned to make the case for additional investment and team expansion.

Key Outcomes:

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

Roles and Responsibilities:

• 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, ultimately identifying and acting upon true root causes
• Present data-driven findings and recommendations to senior 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
• Consider a range of people, process, and technology solutions to address improvement opportunities in partnership with our product, engineering, and operations teams
• Communicate effectively up and down within the organization, from our front-line agents to our senior executive team
• Influence collaboration and action without direct authority over cross-functional teams
• Promote a culture of Operational Excellence / Continuous Improvement within our Development, Operations, and back office teams

Skills and Experiences:

• Bachelor’s degree required, industrial engineering degree preferred
• Lean Six Sigma Black Belt certification required
• 7-10+ years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries preferred
• Experience in roadside assistance / insurance claims NOT required
• History of delivering results in process improvement and process reengineering (be prepared to speak to specific examples)
• Familiarity with Human Factors Engineering strongly preferred
• Strong communication skills with ability to make compelling recommendations to senior leaders that take constraints and risks into consideration
• Capable of thriving under minimal supervision, bringing recommendations for future projects / investigations to the General Manager without being specifically asked to do so
• Ability to inspire others to strive towards a culture of Operational Excellence / Continuous Improvement