Manager, Coaching Process, Customer Solutions

Asurion•Smyrna, GA

22h

About The Position

At Asurion, we don’t just redefine—we reinvent. We began by establishing a culture that rewards results and isn’t confined by hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It’s in our DNA. We foster a culture where our team members are encouraged daily to make a difference—for our clients, customers, and themselves. Our dynamic and rewarding environment ensures that every team member can reach their full potential. This role will help shape the future of coaching processes that enable our Experts to deliver exceptional experiences for over 200 million customers. PURPOSE AND DESCRIPTION: The Manager, Coaching Process, is responsible for carrying out established coaching processes and ensuring they are applied consistently across the business. This role focuses on executing day-to-day activities that support performance measurement and accountability, including outlier identification, analyzing results, and maintaining accurate documentation. The ultimate goal is to help Operations drive Coaching Impact, improving performance outcomes and delivering better results for the business. JOB RESPONSIBILITIES: This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. The company reserves the right to modify, add, or remove duties at its discretion and at any time, with or without prior notice. Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.

Requirements

Bachelor’s degree or equivalent work experience.
3+ years in Coaching, Process Improvement, or other support roles within a customer service or operations environment.
Strong analytical skills with ability to interpret performance data and drive actionable insights.
Experience extracting data and building visualizations using tools such as Power BI, Excel, and PowerPoint
Willingness to learn and apply basic SQL for data extraction and analysis.
Excellent communication and collaboration skills.

Nice To Haves

Successful track record of working through barriers and delivering results
Ability to build and maintain relationships and partner effectively across diverse internal organizations
Intellectual curiosity, passion for problem-solving and comfort with ambiguity
Experience in project/program management
Familiarity with core business services and customer experience strategies.
Ability to think strategically and execute with attention to detail.

Responsibilities

Execute and maintain established processes for measuring Coaching Impact and performance outcomes, ensuring accurate tracking and timely reporting.
Conduct pre/post-performance evaluations and cohort analysis to identify trends and outliers for targeted improvement.
Support accountability processes that ensure timely identification and resolution of performance gaps, including preparing documentation and process flows for leadership review.
Build and review performance reporting decks for leadership visibility and decision-making.
Provide ad-hoc analysis and insights to inform coaching strategies and operational improvements.
Assist in designing solutions to automate coaching processes to reduce manual work and improve scalability.
Collaborate with Coaching Consultants/Managers to review and refine coaching materials and playbooks for new initiatives.
Ensure coaching materials are aligned with operational standards and ready for leadership sign-off.
Coordinate periodic audits and updates to existing coaching resources.
Establish strong partnerships with Operations and Support teams to ensure coaching processes align with business objectives.
Maintain collaborative relationships across internal stakeholders to drive consistency and scalability.