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 https://www.agero.com/.
Role Description and Mission:
We're looking for a service oriented and resilient Performance Manager who is passionate about customer service, helping others and delivering strong results.
The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network region. Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus. Performs root cause analysis to identify under performing markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices. Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.
Key Outcomes:
- Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
- Coach service providers on overall performance within assigned region.
- Communicates product and process changes to individual providers.
- Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
- Coordinates and completes targeted proactive analyses for managing network performance.
Skills, Education & Experience:
- Bachelor’s degree in business or equivalent experience
- 3 - 5 years of related supplier or asset management and/or procurement related experience
- Previous service experience in service delivery is a plus
- Strong analytical, communication and relationship building skills are a requirement
- Excellent performance management and relationship building skills
- Exceptional written and verbal communication skills. Works in a fast-paced environment, builds strong partnerships
- Utilizes good judgment, analytical and decision-making skills
- Works independently with minimal guidance
Hiring In:
- United States: AZ, FL, IL, KY, MA, MI, NM, NH, TN, GA, NC, VA, CA
- Canada: Province of Ontario
- #LI-REMOTE
The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.
National Pay Range
$65,000—$90,000 USD
Life at Agero:
At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.
Benefits Built for Well-being:
Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:
- Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
- Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Family Support: Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Join Agero and experience a workplace that invests in your success both personally and professionally.
