Back to jobs

Senior Operational Excellence Specialist

Remote

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Role Description and Mission:

The Senior Operational Excellence Specialist is responsible for impacting both the quality of our service delivery and on our operational costs required to deliver those services. Reporting to the Director of Operational Excellence, the Senior Operational Excellence Specialist is responsible for data analysis to derive signal from noise and identify opportunities, execute on initiatives and support the teaching of cross-functional team members Operational Excellence tools. They will deliver on our value proposition for our clients while operating in a high volume, operationally complex environment, and instill the foundations of an Operational Excellence and Continuous Improvement culture at Agero.

Key Outcomes: 

  • Improve quality of our service delivery, as measured by reduction in key defect metrics.
  • Improve financial performance and product unit economics.
  • Support the Operational Excellence team in building a culture of Operational Excellence / Continuous Improvement within the Accident Management Line of Business.
  • Be an expert in data analysis, problem solving to identify high impact opportunities and solving to root cause. Work with cross functional teams to deliver service quality improvements and operational cost reductions by leveraging the appropriate Operational Excellence tools.
  • Identify creative people, process, and technology solutions to address improvement opportunities in partnership with our product and operations’ teams.
  • Communicate effectively within the organization, from our front-line agents to functional leaders, to build alignment and excitement for initiatives.
  • Support adoption Operational Excellence / Continuous Improvement tools and processes across the organization.
  • Create and manage standard/SOP documentation to ensure repeatability and sustainability of program.

Skills, Education and Experience: 

Education: A degree in fields such as Chemical or Industrial Engineering, Operations Management, or a related discipline or equivalent work experience. Lean Manufacturing/Six Sigma certification preferred.

Experience: 5-7 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries required. Experience in executing continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through execution of initiatives. Experience building processes that are intuitive for teams and enable sustained improvement initiatives. Experience in roadside assistance / insurance claims NOT required for candidates with strong ability to transfer skills across industries and work in a remote environment. 

Role Based Competencies (Knowledge, Skills & Abilities):

  • Data Analysis Expertise: Strong ability to analyze both structured and unstructured data to identify actionable insights and pinpoint the most impactful improvements. Proficiency in using tools such as Excel, Google Sheets, and Business Intelligence (BI) software for data analysis.
  • Results-Driven: Demonstrated history of delivering measurable results in quality, cost, and process improvements. Able to provide specific examples of past projects and their outcomes.
  • Collaborative Teamwork: Capable of working effectively in a collaborative, remote work environment, contributing to team success while managing individual responsibilities.
  • Proactive Leadership: Able to work with minimal supervision and take the initiative to bring forward recommendations for new projects or areas for investigation. Demonstrates the ability to suggest improvements proactively without requiring direct requests from leadership.
  • Change Management: Ability to lead and manage change initiatives effectively, ensuring that new processes or systems are smoothly integrated into existing workflows. Experience in helping teams adopt new tools, methodologies, or cultural shifts while minimizing resistance and maximizing engagement.
  • Process Optimization: Expertise in identifying inefficiencies in existing processes and recommending and implementing improvements to streamline workflows, reduce waste, and improve productivity. Skilled in analyzing workflows, processes, and systems from end-to-end to ensure they align with organizational goals and operational excellence principles.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas in a clear, concise manner to diverse audiences, including team members, leaders, and stakeholders. Skilled at presenting data-driven insights and recommendations to both technical and non-technical stakeholders.
  • Critical Thinking and Problem Solving: Strong analytical and critical thinking abilities, able to dissect complex problems, consider all variables, and propose effective, data-supported solutions. Skilled at troubleshooting issues and navigating challenges while maintaining focus on root causes and long-term solutions.
  • Adaptability and Flexibility: Ability to thrive in a fast-paced, dynamic environment where priorities may shift frequently. Comfortable working with ambiguity and adjusting strategies as needed to meet changing organizational goals or external factors.

Meet the Hiring Manager: Lynn Bresnahan, Senior Director Operational Excellence

Hiring In:

  • United States:  AZ, CA, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
  • Canada: Province of Ontario

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

National Pay Range

$71,370 - $102,500 USD

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being: 

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

  • Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
  • Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
  • Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
    • For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
  • Family Support: Parental planning benefits to assist associates through life’s milestones.
  • Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.

Create a Job Alert

Interested in building your career at Agero? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

In order that we may process your information we require your explicit consent. Please read the declaration below and indicate your acceptance by clicking "I agree to the above" at the foot of this page.

In line with the Data Protection Act 1998, I agree to this information being held securely and used only in processing my application. All of the details which I have provided are correct to the best of my knowledge. I understand that any misrepresentation of this material may result in the termination of my application or employment.

Select...
By checking this box and submitting my personal information, I represent that I have read and agree to the Agero Privacy Policy and Terms of Service. *
Select...

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By choosing "I consent", you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a free copy of your electronic application and disclosure forms, you may click on the "print" link on the manage your application page.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Agero’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.