Job Details

Senior Manager Training

Company name

Nashville, TN, United States

Employment Type

Manager, Training

Posted on
Jan 04,2019

Valid Through
Apr 19,2019

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Senior Manager, Training','CUS07312','!*!OVERVIEW:

Asurion is a global leader in technology protection and support solutions.  From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery.  This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Senior Manager Learning & Development is responsible for the new-hire training experience, continuous learning, and supervisory skills training.  The position will develop and foster the vision for Asurion’s look and feel related the training team’s efforts to educate Asurion associates.  The incumbent will also lead cross-functional projects responsible for the design, implementation, and evaluation of instructor led, web-based and emergent-platform training, development and certification programs that facilitate the Asurion’s employee proficiency.  The Senior Manage Learning & Development also applies adult learning theory and other instruction design principles to accomplish training objectives.


Lead a virtual team of technically savvy learning and development professionals spanning multiple US geographies who implement the new agent onboarding training and continuous education experiences

Manage overall relationship with IDT team to ensure the vision, the look and feel of Asurion in material designed

Partner with organizational leaders and HR to identify training opportunities and form priorities of design

Develop and manage new associate certification framework and curriculum to deepen agent subject matter expertise beyond baseline training established during initial on-boarding

Collaborate with the global enterprise learning and development community to share and receive best practices, leveraging a common approach to training design, delivery, and measurement

Partner with stakeholders to develop and implement performance metrics and measurements to track project/program performance acceptance, cost, and impact

Facilitate classroom or web based and/or train-the-trainer to facilitate career path and development training sessions from implementation to managing ongoing training needs

Develop and implement a holistic framework and supporting processed to measure and communicate short-term and mid-term impact on effectiveness of training initiatives as well as key business KPIs

Recruit, lead, mentor, evaluate and develop staff; coordinate and execute ongoing technical training and personal development classes for direct reports

Collaboratively develop and conduct surveys to identify training needs based on projected production processes, changes and other factors

Provide ad-hoc facilitation, strategy sessions and performance planning services


Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources

Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups

Develop and implement performance measurements on training effectiveness

Knowledge of Asurion principles and processes for providing customer and personal services

Inductive reasoning skills including the ability to combine pieces of information to form general rules or conclusions as well as finding relationships among seemingly unrelated events

Design/brand strategy experience preferred

Strong relationship building skills and proven ability to influence others by demonstrating a high degree of collaboration with peers and key stakeholders at all levels; must be skilled in leading diverse work teams from multiple functional areas

Capable of working in an autonomous, fast paced environment yet still set priorities and meet deadlines

Successfully manage multiple strategic and analytic projects concurrently keeping awareness alignment of cross-functional processes and procedures


Bachelor’s Degree OR equivalent combination of education and experience

4 years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and/or appliances preferred

3 years’ experience in the next gen technologies related to cloud, mobile, social, or big data

4 years’ experience with administrative duties including submitting IT tickets and managing data

4 years people leadership or training experience a plus

 ','','Training','US-TN-Nashville - One Century Place','','Customer Solutions Support','Full-time','','false','Senior Manager, Training

Company info

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Company Profile
For the past 20 years, Asurion has helped people across the globe balance the interdependency between life and technology. Today, as the industry-defining leader of technology solutions, we ensure 300 million consumers’ devices and appliances stay online and on the job in this fast-moving, tech-driven world. We help you retrieve the seventeenth (and perfect) picture of your dog in that sweater, and make sure the undeliverable email is delivered. We replace that lost phone, and make your TV shake hands with the Internet. We’re the silent partner in your video editing career, and the reason you can do that thing with the thing that makes beautiful music on your tablet. We’re the people who know what the one button does. And why sometimes it does not. We have always worked as though life depends on us. And, increasingly, it does. Technology is virtually everywhere. It drives performance at work, powers a growing number of tasks at home, and guides us as we move between the two. At Asurion, we not only understand technology, we appreciate the value of it. Life without the laptops, devices, and apps we become accustomed to can become very challenging, very quickly. And as your home’s devices become interconnected, the stakes become even higher. We’re a technology company. But we’re also an amazing group of people. When you call us, you’ll talk to people with the patience and experience to genuinely help. We understand what it’s like to have a cell phone fall in the swimming pool or a hard drive crash on a term paper. We replace. We fix. We find. We solve. We keep you in the game.

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