Are you looking for a new role where you can be yourself and accomplish your best work? Look no further. At Asurion, our teams work collaboratively to innovate and serve customers while ensuring employees succeed and feel valued.
We don’t just provide customers with exceptional service — we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.
Who is the Director, Customer Solutions, APAC?
The Director of Customer Solutions, APAC, will lead the Customer Solutions team and manage new and existing programs across Australia, Singapore, Malaysia, Thailand, and Taiwan. These programs include various Product Offerings, including Device Protection, Tech Support, Upgrade, Trade-in, and various BYOD products.
The role will manage Customer Solutions operations for a customer base of up to 2 million customers (and increasing) across 17 businesses (and increasing) offering various services through voice, chat, and other channels/mediums and develop a Customer-Centric strategy that embraces innovative technology to enhance digital engagement and overhaul service processes.
The role will actively partner with Global functions and inculcate best practices and will manage day-to-day operations across In-house Call Center teams in the Philippines (supporting Australia) and Taipei (Taiwan), along with vendor-based teams in Teleperformance, Penang (Singapore and Malaysia), and Teledirect, Bangkok (Thailand).
Essential Duties and Responsibilities:
Strategic Leadership: Develop and implement customer service strategies that enhance customer satisfaction, loyalty, and retention across various Asurion Product offerings (Device Protection, Upgrade, Tech Support, Trade In etc) for both new and existing businesses. Align these strategies with overall business goals in collaboration with senior leaders and key stakeholders.
Customer Experience: Using the available technology stack (Horizon Platform suites), review and drive the creation of an effective customer feedback loop and use insights to improve customer service procedures. Ensure customer issues, escalations, and complaints are resolved promptly and satisfactorily.
Operations Management: Oversee daily operations of in-house (Philippines and Taiwan) and outsourced call centers (Teleperformance and Teledirect), ensuring they meet the APAC Asurion’s performance and quality standards.
Reporting and Analytics: Complete command and in charge of Customer Solutions metrics on Asurion’s one source of truth (OSOT). Regularly analyse and report on team performance, service metrics, and other key data points to senior management. Use data to make informed decisions and drive strategic changes.
Maximize AI Technologies: Partner with technology teams to deploy and industrialize Gen AI solutions including Chatbots, Virtual Assistants
Vendor Management: Manage relationships with outsourced vendors, including selecting vendors, negotiating contracts, and monitoring their performance to ensure they meet contractual obligations and service level agreements. Publish weekly reports and track the vendor SLAs to meet Asurion customer and client needs.
Team Leadership: Lead, motivate, and manage large teams across multiple countries, fostering a culture of excellence, inclusivity, and continuous improvement. Responsible for all aspects of team management, including hiring, training, coaching, and performance evaluation.
Budget and Cost Control: Develop and manage budgets related to customer solutions operations across various sites. Monitor and control costs, ensuring efficient resource utilization.
Compliance and Quality Assurance: Ensure all operations comply with international standards, legal regulations, and internal policies. Oversee quality assurance programs to maintain high service standards.
Innovation and Continuous Improvement: Stay informed of industry trends and developments in customer service and call center technology. Work with APAC Transformation Office and help to Implement innovative solutions that enhance service delivery and operational efficiency
Here’s what you’ll bring to the team:
- With at least 10-15 years' experience in medium to large scale contact center operations and management and relevant customer service experience with premium products, preferably in telecommunications support, but financial and other technical helpdesk services would also be appropriate.
- Experience with process improvement methodologies such as COPC, Lean, Six Sigma, COPC etc. (Green Belt preferred, Black Belt a plus)
- Previous experience with Call Center software (CMS, Aspect, Voice Logger e.g. E-Talk and Voice Analytics)
- Data enthusiast with experience in handling any reporting tools (Power BI) and experience in understanding Net Promoter Score methodology.
- Understanding of Quality Monitoring programs with previous experience in the implementation of quality improvement processes.
- Experience in vendor management a plus and previous experience in starting up a new operation is highly desirable.
- Strong business sense, assertive and result-orientation, with initiative to drive solutions with sound leadership, planning and organizing, and people management skills.
- Strong team building and interpersonal skills, with ability to communicate effectively at all levels with outstanding communication and influencing skills across multiple levels.
- Working knowledge of Microsoft Office applications, with emphasis on Excel and Powerpoint
- Hands on approach to operations management and good presentation skills and ability to present ideas well.
- Proven track record in building and executing sales programs and delivering sales results.
- Hands on experience in developing and delivering sales support initiatives across extensive retail networks and demonstrated expertise and flair in sales/ product training and presentation skills to small and large groups.
How we can take care of you:
Join a non-hierarchical, fast paced and inclusive team – we foster a work culture where employees are valued, regardless of their background, level or position.
- Be a part of something bigger – we are constantly evolving within a startup framework, cultivated and supported by the backing of a large global organization.
- Boost your career through our culture of learning. Take advantage of tailored opportunities for personal growth as you build your personal development plan with your People Leader.
- Connect with the local team through team building, town halls and group training
- Give back to the community through the partnership with our local charity partners
Get to know us:
Our journey has taken us from a small startup to the biggest tech care company in the world. We’ll continue to evolve, but our integrity and commitment to our customers and partners will stay the same. With offices worldwide and working with respected companies you’ve heard of and whose products you love, Asurion’s 24,000 employees and counting deliver a seamless, award-winning customer experience to our nearly 300 million customers, anticipating their needs and providing tailored services reachable within one touch. We are regularly recognized for our excellence in service, customer support and as a best place to work.
