Jobs
>
Fredericton

    Sr. Manager, Client Program Management - New Brunswick, Canada - Asurion

    Asurion
    Asurion New Brunswick, Canada

    3 days ago

    Default job background
    Description
    JOB DESCRIPTION

    Senior Manager, Client Program Management

    Overview:

    The Sr. Manager, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and collaborating with cross functional teams to achieve sales, service, and strategic goals for services within a growing, strategic portfolio. The Sr. Manager CPM serves as a key interface between Canadian clients and Asurion's internal cross functional teams (Technology, Product, Legal, SCM, Care, and Program Management). He/she will be responsible for dashboards, presentations, and communication of results to client stakeholders on a monthly and/or quarterly basis, providing program expertise to project management and account teams in support of client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities.

    The primary functions of this role are focused on defining, driving, and supporting excellent customer experience in line with client expectations. The candidate will be hands on in socializing, influencing, and implementing program operations. Additionally, this role will interface with the client to share Asurion performance strengths, with a focus on leveraging data driven insights to present ongoing trends in the Asurion operations with narrative of outstanding Asurion service and delivery. Ability to engage with the Analytics team to validate and manage data and reporting is required. This highly visible role will interface with clients, internal business leaders, and partner team leaders to understand client needs and expectations, drive optimal program operations, and deliver outstanding client and customer experiences.

    Essential Duties and Responsibilities:

  • Act as primary operational point of contact for both the Client and the Client Services Team to address ad hoc questions, operational issues, and resolve client concerns regarding assigned services
  • Act as a primary point of contact for implementation teams; providing a clear vision of client goals and ensuring engagement between Asurion & the client
  • Champion the needs and goals of the client with Asurion's internal teams
  • Balance Client priorities/needs with Asurion priorities and capabilities to create the best outcome for both our Client and Asurion
  • Prepare and present materials to the client to increase client engagement on specific projects and improve awareness and understanding of current product offerings
  • Develop and maintain mutually beneficial relationships both at Asurion and at appropriate levels within the client teams that interact with Asurion products to drive operational excellence
  • Partner with internal Asurion teams to ensure quality and delivery of all Client KPIs and contractual obligations, and to identify creative and responsible solutions when client account needs cannot be met within existing processes or products
  • Own and manage contractual obligations with the Client including operational metrics, customer experience metrics, and providing reporting to ensure that all current client commitments are met
  • Engage internal teams to ensure that all client commitments for reporting and analysis are met
  • Leverage developed knowledge of Asurion's customer experiences across all channels to anticipate and prevent issues caused by the changing nature of the program
  • Drive the development and implementation of Asurion products and program enhancements including items like Asurion product categories, Asurion pricing models, and enhanced fulfillment models
  • Partner with internal cross-functional partners to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
  • Documentation of client SOP's: processes, data flows, file formats, and other relevant tasks
  • Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution

    • Qualifications

  • Bachelor's Degree required; MBA preferred
  • Sales, product management, or logistics experience in retail, insurance, financial services, or wireless business
  • 5+ years in client account management or related client facing operational or project management experience
  • Strong relationship management skills: proven ability to influence colleagues from all business functions
  • Ability to develop knowledge of Asurion systems, platforms, and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
  • Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
  • Ability to leverage data appropriately and an understanding of sensitivity surrounding program metrics; solid analytical skills
  • Ability to build consensus cross-functionally to achieve results; strong bias for action
  • Ability to present highly complex processes at a managerial client level and internal operational meetings
  • Exceptional interpersonal, verbal, and written skills
  • This position requires the ability to read, write, analyze, and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents in English. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
  • Advanced computer skills including Microsoft Office required; proficiency in PowerPoint required
  • Up to 20% domestic and international travel required

    • About Asurion

    Simply put, Asurion helps people stay connected. We are a privately held company which enables us to focus on long term customer and client value. As the global leader of connected life services, we provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. When a product is missing or simply doesn't work properly, Asurion's 17,000 employees are focused on solving the problem with people and processes operating 24 hours a day, seven days a week, speaking six languages, and working across any device, platform, or provider. By partnering with leading retailers, mobile carriers and pay-tv providers, Asurion helps customers enhance their lives through their technology.

    Compensation for the successful applicant will depend on a variety of job-related factors. This includes adjustments that may be made based on geographic location, business needs, and/or market demands, as well as a candidate's education, training, and transferrable work experience.

    The starting base pay range for this position is $99,000-132,000 USD annually with the potential for bonuses and we encourage candidates outside of this salary range to apply.

  • YMCA of Fredericton

    Manager of Youth Programs

    6 days ago

    YMCA of Fredericton Fredericton, Canada

    **Position Overview** · Reporting to the Director of Child Care & Youth Programs, the Manager of Youth Programs will develop, promote, implement and evaluate a range of youth programs that are relevant, inclusive and of the highest quality. The Manager will play a leadership role ...

  • CDK Global

    Sr Program Manager

    1 day ago

    CDK Global Fredericton, Canada Full time

    CDK Global is seeking a Sr. Program Manager primarily associated with OEM and Enterprise engagement including short and long term project based work as well as ongoing certification requirements across CDK's OEM and Enterprise customers. · Will work with the OEMS, CDK Business st ...

  • University of Fredericton

    Program Manager, Data Science

    1 day ago

    University of Fredericton Fredericton, Canada Full time

    The Program Manager is a key operational role within the University of Fredericton's academic structure, directly supporting the Academic Chair in executing program-specific strategies. This role focuses on the day-to-day management of academic programs, including curriculum impl ...

  • Financial Horizons Group

    Bilingual Contracting Administrator

    2 days ago

    Financial Horizons Group Fredericton, Canada

    **Français ci-dessous** · Are you someone that loves to stay organized? Do you take pride in providing high levels of customer service? Are you looking for a career and not just another job? Does the flexibility of working from home a few days a week sound refreshing? · If 'yes' ...

  • Irving Oil

    Cyber Security Risk Manager

    14 hours ago

    Irving Oil Fredericton, Canada

    **Job Title** · Cyber Security Risk Manager (Hybrid Opportunity) · - *Role is based out of Saint John, NB_ · **What you can expect in a typical day** · The IT Cyber Security Risk Manager is a critical member of the Information Technology Security and Compliance team. The role act ...

  • Tim Hortons | Fredericton & Minto Group

    Restaurant Manager

    1 day ago

    Tim Hortons | Fredericton & Minto Group Fredericton, Canada

    Join our growing team We are looking for a Restaurant Manager · Location: 612 King Street, Fredericton NB · As a Restaurant Manager, you are an enthusiastic role model and motivate team members to deliver exceptional service for every guest, every time. You build positive relatio ...

  • Boston Pizza International, Inc.

    Server

    5 days ago

    Boston Pizza International, Inc. Fredericton, Canada

    **Server**: · Servers lead the Guest Experience at the table and ensure our Guests have everything they need from appetizers to desserts. Masters of situational service, they tailor their style to meet the needs of our Guests. Servers are responsible for the accuracy of the entir ...

  • Forsite Consultants Ltd

    Forest Land Manager

    3 days ago

    Forsite Consultants Ltd Fredericton, Canada

    Come Grow with Us Forsite is actively looking for a **Forest Land Manager**, with experience managing private forested lands to be based out of Fredericton, NB. · **WHO WE ARE**: · With 10 locations throughout Canada, Forsite Consultants Ltd. is a leading provider of integrated f ...

  • KFC Canada - FMI Group

    Cook

    1 week ago

    KFC Canada - FMI Group Fredericton, Canada

    **Location: 1165 Prospect Street, Fredericton, New Brunswick** · At KFC, we feed the world. But we do more than fill people up. We fulfill their life. Our meals matter, and when we serve them with our hospitality, we make our customer's day. So our jobs are more than a paycheck - ...

  • Medavie Health Services

    Safety Coach

    6 days ago

    Medavie Health Services Fredericton, Canada

    Position Type: · Casual - Occasionnel · Closing date: · Medavie Health Services New Brunswick (MHSNB) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EM/ANB, an integrated organization specializing in the delivery of primary he ...

  • Bayer

    Strategic Account Manager, The Maritimes

    2 days ago

    Bayer New Brunswick, Canada

    **At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where ,Health for all, Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique per ...

  • Burger King - FMI Group

    Team Member

    1 week ago

    Burger King - FMI Group Fredericton, Canada

    **Location: 1140 Smythe Street, Fredericton, New Brunswick** · The Team Member is responsible for providing exceptional guest service while working closely with the Restaurant Managers and other Team Members to maintain operational standards and procedures. This position operates ...

  • Municipal Group of Companies

    Manager of Health and Safety

    6 days ago

    Municipal Group of Companies Fredericton, Canada

    The Municipal Group of Companies, based in Bedford, Nova Scotia, is a large, diversified organization engaged in all major aspects of heavy civil construction, mining, transportation/courier, and environmental services within the Atlantic Provinces. We are currently seeking a Man ...

  • Burger King - FMI Group

    Team Member

    5 days ago

    Burger King - FMI Group Fredericton, Canada

    **Location: Two Nations Crossing, Fredericton, New Brunswick** · The Team Member is responsible for providing exceptional guest service while working closely with the Restaurant Managers and other Team Members to maintain operational standards and procedures. This position operat ...

  • Inversa Systems Ltd

    Bookkeeper

    1 day ago

    Inversa Systems Ltd Fredericton, Canada

    **Job description - BOOKKEEPER** · Who We Are · Founded in 2005, Inversa Systems Ltd. is an engineering solutions company that provides Condition Assessment and Asset Integrity Management (AIM) services to global clients. Proactive asset management through innovative technologies ...

  • Ecolab

    Service Technician, Pest Elimination

    1 week ago

    Ecolab Fredericton, Canada

    See why Food Processing Magazine honored Ecolab Pest Elimination as The Top Pest Management Company Ecolab is seeking Pest Control Technicians to join its industry leading Pest Elimination team. In this position, you will provide timely and cost-effective pest detection, eliminat ...

  • Wilson Insurance

    Commercial Business Account Manager

    1 week ago

    Wilson Insurance Fredericton, Canada

    **Commercial Account Manager · - Fredericton or Moncton** · If you are passionate about building client relationships, have a great attitude and love a fast paced team may be just the person we are looking for to join our Commercial Client Service team · Responsibilities include ...

  • New Brunswick Liquor Co

    Assistant Category Manager

    6 days ago

    New Brunswick Liquor Co Fredericton, Canada

    **Assistant Category Manager - Refreshments** · **Essential information** · **Title**:Assistant Category Manager - Refreshments · **Location**:Retail Operations Centre (ROC) 170 Wilsey Road, Fredericton, N.B. · **Language requirement**:Written and spoken competency in English, bi ...

  • YMCA of Fredericton

    Childcare Support Worker

    5 days ago

    YMCA of Fredericton Fredericton, Canada

    The YMCA of Fredericton responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, as well as to each other and enhances their quality of lif ...

  • Burger King - FMI Group

    Assistant Manager

    5 days ago

    Burger King - FMI Group Fredericton, Canada

    **Location: Two Nations Crossing, Fredericton, New Brunswick** · You've got the makings of a superstar. As an Assistant Manager, you'll be an important member of the management team. You'll tackle a whole host of restaurant responsibilities with the help of your team. And with en ...