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 …