Senior Director Customer Solutions Operations

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Senior Director, Customer Solutions Operations is a senior customer experience and operations leader responsible for driving performance across the full Serve, Solve, Sell model across multiple global contact center sites. This leader owns accountability for a large-scale frontline organization with a clear line of sight to the metrics that matter most: Net Promoter Score (NPS), Customer Resolution Time (CRT), and Net Sales per 100 opportunities (NSP/100). They develop Directors who independently lead high-performing teams, hold leaders accountable to results, and build environments where frontline representatives are motivated and retained. This role is also a key thought leader within Customer Solutions, ensuring strategic alignment across the organization while maintaining compliance with client contractual requirements.

Essential Duties and Responsibilities:

• Customer Experience, Service Delivery, and Financial Results: Drive consistent, high-quality customer experiences across all sites and accounts. Own NPS as a primary performance indicator, holding leaders accountable for interactions that earn customer trust. Ensure teams hit CRT targets that reflect both speed and quality of resolution. Deliver service level and HERO results consistently while meeting or exceeding AOP goals and controlling cost per interaction.
• Sales Performance: Drive NSP/100 results by building a team that recognizes and acts on sales opportunities as a natural extension of excellent customer service. Set clear expectations, coach leaders on sales behaviors, and create accountability structures that improve penetration rates without compromising the customer experience. Ensure teams have the product knowledge—including deep Connected Home expertise—and coaching frameworks needed to confidently present solutions. Use performance data and AI-enabled insights to identify trends and translate findings into targeted action plans.
• Motivating Others: develop and mentor leaders to make Asurion the best place to perform for all experts and prepare our leaders for growth opportunities. KPIs that measure results include NPS, CRT, NSP/100, absenteeism, attrition, upward feedback, and overall site performance.
• Operational: oversees operating systems including policies, procedures, and operating structure. Ensures the workforce is staffed, trained, and equipped to consistently meet client-defined service level standards. Continuously evaluates operational efficiency and identifies opportunities for improvement across the contact center.
• AI and Technology Enablement: Champion the adoption of AI tools and automation to drive efficiency, reduce handle time, and improve the customer and expert experience. Model AI fluency and set clear expectations for leveraging emerging capabilities—including sales coaching tools, workforce management, and real-time decision support—as a competitive advantage across the organization.
• Client Relations: develop client relations, communicating technologies, meeting contractual obligations, and adjusting contact center operations to ensure continued client readiness
• Organizational: develop effective organizational partnerships within the enterprise worldwide, ensuring continuity among all contact centers, by working with operational VP’s and facilitating achievement of line of business goals through indirect guidance and negotiation
  
  

• Demonstrated ability to lead a large-scale contact center organization—setting performance targets across NPS, CRT, and NSP/100, building accountability structures, and driving consistent execution across multiple sites and leadership layers
• Track record of diagnosing performance gaps, translating data into prioritized action, and driving measurable improvement in NPS, CRT, and NSP/100
• Energy and experience building a high-performance culture across large, distributed frontline teams with a track record of elevating customer experience, resolution quality, and sales results simultaneously
• Commitment to sales quality as much as sales volume — holding teams accountable for recommending the right solution for each customer’s genuine need, with low cancellation rates as a key indicator of sales integrity and customer trust. Understands that poorly-placed sales undermine NPS, damage the customer relationship, and are not consistent with Asurion’s Serve, Solve, Sell standards.
• Adapts readily and easily to changes in priorities and business conditions while still driving towards results
• Knowledge of how changes in any specific metric impacts overall performance
• Ability to work comfortably in an ambiguous and/or hyper-growth environment
• Demonstrates a high level of integrity in business decisions and actions
• Education and Experience: bachelor’s degree required plus a minimum of 10 years contact center operational experience
• Communication Skills: strong oral and written communication skills with the ability to influence across all levels, handle sensitive matters with discretion, and present complex information clearly to leadership and clients.
• Technical and AI Skills: proficiency in Microsoft Office, call center platforms, workforce management applications, and quality assurance technologies. Working knowledge of AI tools — including AI-assisted coaching platforms, real-time agent guidance tools, predictive analytics, and generative AI applications — with the ability to evaluate, adopt, and champion these capabilities to drive team efficiency and performance outcomes
• Data and Analytics Skills: strong analytical instincts with the ability to interpret performance data, spot trends, identify root cause, and present findings clearly to senior leadership. Comfort working with dashboards, reporting tools, and AI-generated analytics.
• Physical asks: this position requires energy and stamina in a dynamic, fast-paced environment with periods of sitting, standing, and walking, including overtime as needed.
• Travel: this position requires travel for approximately 40% to 50% of the time
  
  

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills