Operations Manager - Forward Stocking Locations-SUP06618
Forward Stocking Location (FSL) Manager
PURPOSE AND DESCRIPTION
The FSL Manager is responsible for ensuring excellent consumer experience for all Asurion customers and clients across multiple industries and businesses. The Manager supports the Asurion mobility organization by analyzing business needs and building action plans to meet those needs. The manager will be responsible for tracking performance, ensuring SLAs are met, verifying quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functionally with several internal departments. The Manager will seek out opportunities to minimize overall cost to serve by planning and executing activities within the assigned region along with ensuring each provider is fully compliant in order to support client contractual obligations and well as mitigate legal and risk concerns.
Ensure FSLs are compliant with all contractual agreements.
Maintain and manage signed agreements, contracts, insurance, for all associated FSLs.
Guarantee FSLs receive and stock inventory in a timely manner.
Train and certify FSLs on processes
Deliver training to FSLs and update standards and policies as needed.
Conduct on-site field inspections and Service Center evaluations on a regular scheduled basis. Rate service providers on an ongoing basis based on performance and behaviors that best support Asurion same day delivery service.
Develop processes to ensure that our client’s customers receive reliable, timely, and consistent high quality of service.
Identify and track shipments that may be lost
Investigate and report findings on shrink. Charge FSLs accordingly
Work with FSLs through RMA, purge, and cycle count processes
Track in stock percentage, committed vs available inventory levels, and investigate and fix service bench issues.
Manage parts/inventory compliance at the FSL level to ensure minimum inventory levels and support and monitor reports to ensure proper inventory controls.
Manage cost control functions to minimize service expense in additional authorizations without sacrificing customer service.
Resolve escalations that originate from FSL or are due to FSL related problems
Exceptional analytical ability.
Strong leadership qualities, with the ability to develop and execute a program quickly.
Requires ability to travel and participate in presentations.
Ability to handle multiple tasks and react quickly to the changing face of the service industry.
Ability to work with internal and external parties
Microsoft Office skills including Word and Excel.
Business or related College degree.
7 years minimum experience in service management or technical experience.
Proven track record in the areas of cost reduction, quality management, and customer service.
Previous experience in vendor relations.
Previous P&L management, and/or department/team management.
Previous Management experience at a Service center level.
Travel: On site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations. 10-15%
Work at Home locations (if applicable): Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards.
Primary LocationUS-Remote Location US
Organization Supply Chain