At Asurion, we don’t just redefine—we reinvent. We began by establishing a culture that rewards results and isn’t confined by hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It’s in our DNA. We foster a culture where our team members are encouraged daily to make a difference—for our clients, customers, and themselves. Our dynamic and rewarding environment ensures that every team member can reach their full potential. This role will help shape the future of coaching processes that enable our Experts to deliver exceptional experiences for over 200 million customers. 

PURPOSE AND DESCRIPTION: 

The Manager, Coaching Process, is responsible for carrying out established coaching processes and ensuring they are applied consistently across the business. This role focuses on executing day-to-day activities that support performance measurement and accountability, including outlier identification, analyzing results, and maintaining accurate documentation. The ultimate goal is to help Operations drive Coaching Impact, improving performance outcomes and delivering better results for the business. 

JOB RESPONSIBILITIES: 

• Execute and maintain established processes for measuring Coaching Impact and performance outcomes, ensuring accurate tracking and timely reporting. 

• Conduct pre/post-performance evaluations and cohort analysis to identify trends and outliers for targeted improvement. 

• Support accountability processes that ensure timely identification and resolution of performance gaps, including preparing documentation and process flows for leadership review. 

• Build and review performance reporting decks for leadership visibility and decision-making. 

• Provide ad-hoc analysis and insights to inform coaching strategies and operational improvements. 

• Assist in designing solutions to automate coaching processes to reduce manual work and improve scalability. 

• Collaborate with Coaching Consultants/Managers to review and refine coaching materials and playbooks for new initiatives. 

• Ensure coaching materials are aligned with operational standards and ready for leadership sign-off. 

• Coordinate periodic audits and updates to existing coaching resources. 

• Establish strong partnerships with Operations and Support teams to ensure coaching processes align with business objectives. 

• Maintain collaborative relationships across internal stakeholders to drive consistency and scalability. 

QUALIFICATIONS: 

• Bachelor’s degree or equivalent work experience. 

• 3+ years in Coaching, Process Improvement, or other support roles within a customer service or operations environment. 

• Strong analytical skills with ability to interpret performance data and drive actionable insights. 

• Experience extracting data and building visualizations using tools such as Power BI, Excel, and PowerPoint  

• Willingness to learn and apply basic SQL for data extraction and analysis. 

• Excellent communication and collaboration skills. 

PREFERRED SKILLS: 

• Successful track record of working through barriers and delivering results 

• Ability to build and maintain relationships and partner effectively across diverse internal organizations  

• Intellectual curiosity, passion for problem-solving and comfort with ambiguity 

• Experience in project/program management 

• Familiarity with core business services and customer experience strategies. 

• Ability to think strategically and execute with attention to detail. 

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. The company reserves the right to modify, add, or remove duties at its discretion and at any time, with or without prior notice.