About AIG Warranty AIG Warranty delivers a full range of service solutions including warranty management administration, extended service contracts and mobile insurance theft/loss programs, customer service support, service network management, claims processing services, and service contract underwriting. With over 20 years of experience, we are one of the Warranty and Service industry's leading providers, which is why many of the world's largest and most respected brands choose AIG. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us. Position Overview: The AVP, Customer Support is a critical operations role within the division of US Warranty that will report directly to the COO of US Warranty. The candidate is responsible for the management of all customer support operations including front and back-office support, complaints handling, customer experience improvement and training. The position focuses on reviewing and redesigning processes to maximize the efficiency while being mindful of the customer experience. The AVP, CS will provide leadership and oversight to various activities targeted on analyzing the claim journey from an operational perspective and through the customer’s lens to develop a road map for improvement and implementation. These improvements can range from basic process/work-flow adjustments, training enhancements, redefining roles and responsibilities to system enhancements and automation. The candidate should be well seasoned at process and data analytics, have proven project management skills and strong leadership competences. Essential Duties and Responsibilities: + Establish needed metrics to measure the customer experience and the cost/touches per claim; set goals and establish initiatives to improve quarter over quarter. + Participate in business reviews with both clients and AIG senior leadership. + Focus on continuous improvement to offer best-in-class service. + Establish performance goals and objectives for Customer Support units and Vendor partners to drive intended outcomes. + Manage daily production goals and deliverables across all teams. + Proactively identify process improvements making recommendations to bring about efficiency and change. + Evaluate business processes & systems; proposes opportunities to streamline, with and without technology. + Partner with business units, partners, and vendors to improve procedures, resolve issues and implement new applications. + Identify opportunities to enhance WISH (Warranty CRM) and Genesys to deflect calls to reduce touches per claim to drive profitability. + Strive to create an effortless experience by driving voice-of-the-customer initiatives including survey administration and data analysis for continuous improvement. + Oversee customer-facing open claims management reviews to improve the customer experience, reduce escalations, and identify opportunities for process improvements and communication. + Lead the resolution and forensic analysis of L3 and L4 complaints to identify root cause and propose solutions for future complaint mitigation. + Provide input into general operating budget process. Essential Knowledge, Skills, and Abilities : + Prior operational leadership experience or other translatable experience. + Demonstrates leadership skills to manage and drive solutions; must be able to deliver sustainable results. + Proven process review/design/redesign capabilities. + Capable of effectively communicating (oral, written, presenting) at various levels. + Proven ability in setting strategic direction and implementing targeted improvements. + Exhibit a “can-do” attitude approach and inspire managers and team members to excel. + Prior experience and an understanding of driving digitization and technology transformation. + Ability to self-start, work independently. + Demonstrates a high level of interpersonal skills, skilled at relationship building. + Proven ability to drive results though leadership and accountability. + Able to perform in a fast-paced environment and perform a wide variety of tasks and change focus quickly as internal and external demands change. + Seasoned vendor management skills to ensure contracted services are delivered to expectation. + Understands virtual and remote management best practices. + Strong working PC knowledge – Microsoft Word, Excel, Outlook, Power Point and Visio. Education/Experience Requirements: + Bachelor’s degree in business, communications, or related fields is required. + 5+ years of experience process improvement/project management roles. + Equivalent work experience of five years or more will be considered in lieu of educational requirement. . #LI-CY1 At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike. Enjoy benefits that take care of what matters At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family. Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become. Welcome to a culture of belonging We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations. AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com. Functional Area: OP - Operations Service Net Warranty, LLC