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Senior Director, Customer Solutions Operations at Asurion - ApplyBlast

Senior Director, Customer Solutions Operations

Asurion

5 months ago

3.3 on Glassdoor

Sta. Rosa, Laguna

Hybrid

Full Time

Senior

0 applicants

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About this role

The Senior Director, Customer Solutions Operations leads a large-scale global contact center organization, driving performance across the Serve, Solve, Sell model to optimize Net Promoter Score, Customer Resolution Time, and sales metrics. This executive role involves developing high-performing leadership teams, championing AI and technology enablement, and ensuring strategic alignment with client contractual requirements while maintaining operational efficiency.

Responsibilities

Drive performance across the Serve, Solve, Sell model for global contact centers
Develop and mentor leaders to build high-performing frontline teams
Champion AI tool adoption to enhance efficiency and customer experience
Hold leaders accountable for NPS, CRT, and Net Sales per 100 opportunities metrics
Oversee operating systems and ensure compliance with client contractual requirements