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 Asurion FSL Programs, including but not limited to mobility and 5G operations, analyzing business needs and building action plans to meet those needs. The manager will be responsible for tracking performance, ensuring SLAs are met, validating 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 opportunities to minimize overall cost of service by planning and executing activities within the assigned region, along with ensuring each provider is fully compliant to support client contractual obligations and mitigating legal and risk concerns. 

ESSENTIAL FUNCTIONS  

Ensure FSLs are compliant with all contractual agreements. 

Monitor performance metrics including SLAs, KPIs, and quality standards for each FSL. 

Train and certify FSLs on processes 

Deliver training to FSLs and update standards and policies as needed. 

Conduct on-site field inspections on a regular scheduled basis.  Rate service providers on an ongoing basis based on performance and behaviors that best support Asurion's programs. 

Develop processes to ensure that our clients' customers receive reliable, timely, and consistent high-quality service. 

Identify and track shipments that may be lost 

Investigate and report findings on shrink and charge FSLs as necessary 

Work with FSLs through RMAs, purge, and cycle count processes 

Track in stock %, Committed vs available inventory levels, and investigate and fix system inventory issues. 

Manage parts/inventory compliance at the FSL level to ensure minimum inventory levels in support and monitor reports to ensure proper inventory controls. 

Manage cost control function to minimize service expense and additional authorizations without sacrificing customer service. 

Resolve escalations that originate from FSL or are due to FSL-related problems 

Ensure effective management of FSL operations, including being available/working off hours as needed.  FSLs are open 7 days a week. 

Coach and develop a team of FSL Staff members, maintaining company standards and program demand. 

Conduct regular performance reviews with FSL partners and internal stakeholders. 

Partner with cross-functional teams to ensure alignment between operational execution and client expectations. 

OTHER FUNCTIONS 

Other duties as assigned 

PREFERRED LOCATION: 

Atlanta, GA Metro Area 

MINIMUM REQUIREMENTS 

Skills/knowledge:  

Exceptional analytical ability. 

Strong leadership qualities, with the ability to develop and execute a program quickly. 

Requires the 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. 

Experience/education:  

Business or related College degree or equivalent experience. 

5 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. 

Physical demands: While performing the duties of this job, the employee may spend 4-8 hours per day sitting and working at a computer.  The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position.  Ability to receive detailed information through oral communication utilizing a headset. 

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. 

(4) Travel: On-site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations, up to 25%