Physician Advisory Services Operations Manager
Blank StreetSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Home Warranty, Insurance, Service DeliveryIndustries
Requirements
- Bachelor’s degree in finance, logistics, or related field OR equivalent experience
- 10+ years progressive leadership experience in operations, supply chain and service delivery management
- Substantial knowledge and experience with logistics, supply chain including retail sales, service operations, RFP/RFQs, evaluation of bids, supplier evaluation, negotiation, selection and contracts
- Demonstrated success in a service operations leadership role in the Home Warranty industry – with focus on HVAC, Plumbing and Electrical
- Demonstrated ability to manage the P&L of a multi-million dollar business
- Proven ability to build and manage team of inspired individuals
- Advanced problem-solving skills
- Proven ability to manage within a rapidly changing, high intensity business environment
- Proven effective communications skills leveraged internally and with external clients
- Proven ability to develop, document, and communicate complex concepts and processes
- Excellent analytical skills
- Demonstrated project development and completion skills
- Ability to work independently and in a team environment
- MBA preferred
Responsibilities
- Direct a team of 9 individual contributors responsible for service delivery outcomes consistent with customer experience, client, financial and quality expectations (50%)
- Set clear performance goals and expectations for team members
- Monitor and analyze key performance indicators (KPIs) such as Cost per Claim, Turn-around-Time, First Time Response, Rework, and CSAT
- Provide coaching, feedback, and development opportunities to team members
- Ensure consistent and high-quality service delivery across all claims and invoices
- Foster a culture of accountability and continuous improvement
- Define and implement procurement solutions for parts and whole unit replacements (40%)
- Establish and manage relationships with partners and suppliers for parts and unit replacements
- Negotiate contracts, pricing, and service level agreements with vendors
- Oversee the procurement process to ensure timely and cost-effective sourcing of parts and replacements
- Audit and approve invoice submissions from service providers
- Review and authorize repair cost increases as needed
- Proactive management and successful resolution of customer/client/AIZ Service Provider escalations in a timely manner (10%)
- Respond to and resolve escalated service issues from customers, clients, and service providers
- Collaborate with internal and external stakeholders to address and resolve complex service delivery challenges
- Document and track escalation cases to identify trends and opportunities for process improvement
- Communicate resolution outcomes to all relevant parties
Skills
Team Leadership
Performance Management
KPI Analysis
Vendor Management
Contract Negotiation
Procurement
Invoice Auditing
Customer Service
Service Delivery
Supplier Relationships
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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