Director of Field Operations Support 

Asurion has been a leader in innovation for more than 25 years—not only in technology solutions but also in building a culture where employees thrive. We help people get the most from their technology, fix issues quickly, and protect their devices so they can stay connected. 

We are seeking a highly analytical, strategic, and people-focused Director of Field Operations Support to lead the analytics, decision-making, and operational excellence functions that drive our Field Operations. This role bridges advanced data-driven insights with leadership excellence, ensuring our teams are empowered to meet customer needs, deliver exceptional service, and achieve business targets. 

The Director will oversee the design and execution of analytical frameworks, root cause investigations, and forecasting models to guide field market-level operations. They will also partner cross-functionally to enhance reporting, set performance standards, and ensure scalable processes that maximize technician productivity, sales performance, and customer satisfaction. Most importantly, this leader will cultivate a culture of trust, growth, and engagement while driving operational results. 

Key Responsibilities 

Field Market-Level Management and Operations 

• Establish and optimize job volume thresholds across ~100 markets based on demand forecasts and client SLA requirements. 

• Monitor real-time field operations, identify roadblocks, and recommend tactical solutions to maintain smooth performance. 

• Build and maintain scalable analytical frameworks to measure operational health across all markets. 

• Conduct forecasting, trend analyses, and system-wide performance reviews to identify inefficiencies and improvement opportunities. 

• Own and evolve key reporting tools and KPIs, ensuring leadership visibility into SLA adherence and operational performance. 

• Ensure that team member, client, and customer expectations are met and exceeded  

• Lead a medium size team providing client installations across 50 markets.  Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding all leaders accountable for the performance and behaviors of the entire team           

Root Cause Analysis and Continuous Improvement 

• Lead investigations into operational challenges, identify root causes, and design corrective actions. 

• Partner cross-functionally to implement process and system improvements that minimize disruptions. 

• Provide data-driven recommendations to enhance operational efficiency, technician effectiveness, and customer outcomes. 

Leadership and Stakeholder Engagement 

• Lead, mentor, and develop field operations support leaders, ensuring alignment with organizational values and business objectives. 

• Collaborate with Human Resources, Workforce, Training, Finance, and other functions to support both internal teams and external clients. 

• Guide operational change management efforts and engage teams in continuous improvement initiatives. 

• Communicate insights, recommendations, and performance trends clearly and persuasively to senior leadership. 

• Maintain an excellent working knowledge of the entire Customer Solutions operation, as well as developing department projects  

• Develop and maintain meaningful working relationships across Customer Solutions  

Strategic Oversight 

• Partner with Senior Director and Operations Directors to align operational strategies with business objectives. 

• Manage the Field Ops Support budget and assess the financial impact of operational decisions. 

• Stay informed on emerging trends, technologies, and industry benchmarks to drive innovation in field operations. 

• Continually seek opportunities to improve operations: including people, processes, and technologies  

• Update and continuously develop knowledge of products processes, and industry trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance  

Qualifications 

• Master’s degree in Business, Operations Management, Data Analytics, Engineering, or related field (preferred). 

• 7–10 years of progressive leadership experience in operations, analytics, or related fields. 

• Proven expertise in forecasting, trend analysis, and root cause problem-solving. 

• Strong analytical toolkit with proficiency in Microsoft products 

• Exceptional communication and presentation skills with the ability to influence at all levels. 

• Demonstrated ability to recruit, lead, and develop high-performing teams. 

• Experience scaling new business lines or large operational functions in a fast-paced environment. 

• Results-driven, adaptable, and comfortable leading through ambiguity and change. 

• Strong project management, prioritization, and organizational skills.