Director, Customer Solutions Coaching

Asurion•Nashville, TN

4d•Onsite

About The Position

The Director of Customer Solutions Coaching will sit within the Coaching team and serve as a strategic individual contributor with the expectation to evolve into people leadership responsible for designing, building, and continuously evolving a modern, technology-enabled leadership development ecosystem for Operations leadership. This role goes beyond traditional program design, owning a dynamic, data- and AI-informed system that delivers personalized, in-workflow learning and coaching at scale. The Director will combine expertise in leadership development with emerging technologies to strengthen leadership effectiveness, build durable skillsets, and create meaningful opportunities for continued career growth within leaders’ current roles. The solutions developed in this role will directly support Asurion’s goals of improving leader capability, increasing engagement, and reducing employee attrition across Operations.

Requirements

8+ years of experience in coaching, leadership development, learning & development, or a related field
Demonstrated experience designing and scaling modern, tech-enabled leadership development or coaching solutions within large, complex operations
Strong understanding of adult learning principles, coaching methodologies, and behavior change, with the ability to apply them through digital and AI-enabled approaches
Experience leveraging data, analytics, and/or AI tools to inform program design, personalization, and continuous improvement
Proven ability to work cross-functionally and influence senior leaders as an individual contributor
Experience evaluating, implementing, or partnering with learning technologies, digital platforms, or AI-enabled tools
Demonstrated ability and readiness to evolve into a people leadership role over time, with the capacity to lead and develop others as the function grows
Ability to translate strategy into practical, scalable, and technology-enabled solutions

Nice To Haves

Prior experience implementing digital or AI-enabled leadership development programs at scale
Experience in customer operations, contact centers, or frontline leadership environments
Familiarity with change management and organizational transformation efforts
Experience working with external consulting or learning firms (e.g., Bain or similar)
Exposure to emerging learning technologies, coaching platforms, or AI copilots

Responsibilities

Design, build, and continuously evolve a scalable, tech-enabled leadership development system, aligned to Asurion’s business strategy and values
Identify critical leadership skill gaps using data and AI-driven insights, translating them into personalized learning journeys, coaching frameworks, and applied practice
Implement digital and AI-powered solutions (e.g., learning platforms, coaching copilots, workflow-integrated tools) that embed development into leaders’ day-to-day work
Establish a test-and-learn approach, using experimentation, rapid iteration, and performance data to continuously improve program impact
Partner closely with Operations, Coaching, HR, and other stakeholders to ensure solutions are practical, adopted in the field, and integrated into existing workflows
Evaluate, select, and manage external vendors and emerging technologies, ensuring the right tools and partners are in place to support scale and innovation
Ensure learning experiences are measurable, outcome-driven, and continuously optimized, tied to leader effectiveness, engagement, and attrition metrics
Develop digital-first tools, playbooks, and enablement resources that are easily accessible and actionable in real time
Act as a thought partner and subject matter expert on the intersection of leadership development, learning science, and technology-enabled enablement
Influence without direct authority, driving alignment and adoption across cross-functional teams