Senior Operational Excellence Specialist

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:

The Senior Operational Excellence Specialist is responsible for impacting both the quality of our service delivery and on our operational costs required to deliver those services. Reporting to the Director of Operational Excellence, the Senior Operational Excellence Specialist is responsible for data analysis to derive signal from noise and identify opportunities, execute on initiatives and support the teaching of cross-functional team members Operational Excellence tools. They will deliver on our value proposition for our clients while operating in a high volume, operationally complex environment, and instill the foundations of an Operational Excellence and Continuous Improvement culture at Agero.

Key Outcomes: 

• Improve quality of our service delivery, as measured by reduction in key defect metrics
• Improve financial performance and product unit economics
• Support the Operational Excellence team in building a culture of Operational Excellence / Continuous Improvement within the Accident Management Line of Business
• Be an expert in data analysis, problem solving to identify high impact opportunities and solving to root cause. Work with cross functional teams to deliver service quality improvements and operational cost reductions by leveraging the appropriate Operational Excellence tools
• Identify creative people, process, and technology solutions to address improvement opportunities in partnership with our product and operations’ teams
• Communicate effectively within the organization, from our front-line agents to functional leaders, to build alignment and excitement for initiatives
• Support adoption Operational Excellence / Continuous Improvement tools and processes across the organization
• Create and manage standard/SOP documentation to ensure repeatability and sustainability of program

Skills, Education and Experience: 

EDUCATION:  A degree in fields such as Chemical or Industrial Engineering, Operations Management, or a related discipline or equivalent work experience. Lean Manufacturing/Six Sigma certification preferred

EXPERIENCE:   5-7 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries required. Experience in executing continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through execution of initiatives. Experience building processes that are intuitive for teams and enable sustained improvement initiatives. Experience in roadside assistance / insurance claims NOT required for candidates with strong ability to transfer skills across industries and work in a remote environment. 

ROLE BASED COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES):

• Data Analysis Expertise: Strong ability to analyze both structured and unstructured data to identify actionable insights and pinpoint the most impactful improvements. Proficiency in using tools such as Excel, Google Sheets, and Business Intelligence (BI) software for data analysis.
• Results-Driven: Demonstrated history of delivering measurable results in quality, cost, and process improvements. Able to provide specific examples of past projects and their outcomes.
• Collaborative Teamwork: Capable of working effectively in a collaborative, remote work environment, contributing to team success while managing individual responsibilities.
• Proactive Leadership: Able to work with minimal supervision and take the initiative to bring forward recommendations for new projects or areas for investigation. Demonstrates the ability to suggest improvements proactively without requiring direct requests from leadership.
• Change Management: Ability to lead and manage change initiatives effectively, ensuring that new processes or systems are smoothly integrated into existing workflows. Experience in helping teams adopt new tools, methodologies, or cultural shifts while minimizing resistance and maximizing engagement.
• Process Optimization: Expertise in identifying inefficiencies in existing processes and recommending and implementing improvements to streamline workflows, reduce waste, and improve productivity. Skilled in analyzing workflows, processes, and systems from end-to-end to ensure they align with organizational goals and operational excellence principles.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas in a clear, concise manner to diverse audiences, including team members, leaders, and stakeholders. Skilled at presenting data-driven insights and recommendations to both technical and non-technical stakeholders.
• Critical Thinking and Problem Solving: Strong analytical and critical thinking abilities, able to dissect complex problems, consider all variables, and propose effective, data-supported solutions. Skilled at troubleshooting issues and navigating challenges while maintaining focus on root causes and long-term solutions.
• Adaptability and Flexibility: Ability to thrive in a fast-paced, dynamic environment where priorities may shift frequently. Comfortable working with ambiguity and adjusting strategies as needed to meet changing organizational goals or external factors.

Hiring In:

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

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, 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$100,000—$125,000 USD

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.

Agero Benefits Summary
At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. 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.

Join Agero and experience a workplace that invests in your success both personally and professionally.

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.

To review Agero's privacy policy click the link: https://www.agero.com/privacy.

***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 recruiting@agero.com.

***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.

***In compliance with applicable regulations, we confirm this posting is for a current vacant position.

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