Full-Time
Director In-Home Operations
Posted on 9/25/2025
Asurion
10,001+ employees
Device protection and tech support provider
No salary listed
United States
In Person
 Operations & Logistics (2) |
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- 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.
- 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
- 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
- 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
- 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.
- Master’s degree in Business, Operations Management, Data Analytics, Engineering, or related field (preferred)
Asurion provides protection plans and tech support for a wide range of consumer electronics and appliances. Customers buy protection plans, and when a device is lost, stolen, or damaged they file a claim; Asurion arranges repair or replacement, often within one business day, through a network of service partners. The company differentiates itself with large-scale partnerships with wireless carriers, retailers, and pay-TV providers, offering coverage across many devices and fast turnaround times along with added services like roadside assistance. Its goal is to provide affordable, reliable protection and support for consumer technology worldwide by leveraging its partner network to reach a vast customer base and quickly resolve device issues.
Company Size
10,001+
Company Stage
Debt Financing
Total Funding
$4.3B
Headquarters
Nashville, Tennessee
Founded
1994
Simplify's Take
What believers are saying
- $2.4 billion Term B refinancing bolsters expansion liquidity in 2026.
- Sparklight TechAssist partnership launches October 2025, targeting connected homes.
- Cricket trade-in program with Asurion boosts carrier retention via bill credits.
What critics are saying
- Squaretrade undercuts pricing by 50%, eroding Asurion margins within 12 months.
- Verizon builds in-house protection, diverting 20-30% revenue in 6 months.
- FTC probes claim denials over 40%, imposing $500M fines in 12 months.
What makes Asurion unique
- Asurion partners exclusively with Verizon, AT&T, and T-Mobile for device protection.
- Asurion acquired Domestic & General, adding 110-year European appliance expertise.
- Asurion combines AI diagnostics with 25,000-engineer repair network globally.
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Benefits
Health Insurance
401(k) Retirement Plan
Wellness Program
Company News
Cahill represented the administrative agent and lead arrangers in connection with a $2.4 billion refinancing and incremental amendment to the existing Term B credit facility for Asurion
Asurion agrees to buy cvc-backed UK warranty provider D&G. Asurion LLC has agreed to acquire UK warranty business Domestic & General Group Ltd. as the US company looks to expand its business and geography. Nashville, Tennessee-based Asurion is buying D&G from CVC Capital Partners Plc and the Abu Dhabi...
Asurion, a global technology care provider, has reached a definitive agreement to acquire Domestic & General, one of Europe's largest appliance care providers. The deal aims to establish Asurion as a comprehensive provider for connected devices and appliances in homes worldwide. Asurion currently serves over 230 million customers globally, with more than half holding recurring subscriptions. The acquisition will expand its presence in the $154 billion connected home devices market whilst extending its geographic reach and channel partnerships. Domestic & General brings over 110 years of appliance care experience and a repair network of more than 25,000 independent engineers across the UK and Europe. The combined company will leverage Asurion's digital capabilities, including predictive diagnostics and AI-powered service, to deliver faster, more seamless customer experiences. Financial terms of the transaction were not disclosed.
Sparklight(R) launches TechAssist to simplify connected living. News provided by. PHOENIX, Oct. 17, 2025 /PRNewswire/ - From smart thermostats that won't sync, to printers that won't connect, many households are feeling overwhelmed by their smart tech. Sparklight(R), a leading broadband communications provider, is stepping in to help with the launch of TechAssist, a new on-demand service that helps customers set up, troubleshoot and get the most out of their connected devices - from security cameras and gaming consoles to smart TVs and other Wi-Fi-enabled technology. With more than 20 connected devices in the average Sparklight home, it's no surprise that families are running into compatibility issues, tricky setups and time-consuming troubleshooting. TechAssist gives customers quick access to live, U.S.-based experts who can help get everything working together, so they can spend less time fixing and more time enjoying their technology. "We know how frustrating it can be when a smart device stops working or won't connect, and how overwhelming it can feel trying to get it working again," said Tony Mokry, Senior Vice President of Residential Services at Sparklight. "That's why Sparklight teamed up with Asurion to bring our customers TechAssist. It's one more way we're delivering on our promise to provide a total, seamlessly connected experience, helping customers get the most out of the devices they rely on every day without stress or wasted time." TechAssist is available in three plan levels, starting at $10 per month for live support with everyday connectivity issues and extending to expanded options that also cover repairs and replacements for home entertainment, computers and smart home devices. The top tier, TechAssist Complete, includes accidental damage protection for portable tech, including tablets and wearables, giving families a worry-free way to keep their devices running. All plans provide access to live experts seven days a week, with no limit on the number of support requests. To learn more about TechAssist, visit sparklight.com/techassist. For more information about Sparklight's high-speed internet services, visit www.sparklight.com and business.sparklight.com and follow the company on Facebook, Instagram, LinkedIn and X. About Sparklight Sparklight is a leading broadband communications provider delivering exceptional service and enabling more than 1 million residential and business customers across 24 states to thrive and stay connected to what matters most. Through Sparklight(R), the brand our customers know and trust, we're not just shaping the future of connectivity - we're transforming it with a commitment to innovation, reliability and customer experience at our core. Our robust infrastructure and cutting-edge technology don't just keep our customers connected; they help drive progress in education, business and everyday life. We're dedicated to bridging the digital divide, empowering our communities and fostering a more connected world. When our customers choose Sparklight, they are choosing a team that is always working for them - one that believes in the relentless pursuit of reliability, because being a trusted neighbor isn't just what we do - it's who we are.
Asurion announces agreement with Sparklight(R) to launch TechAssist plans simplifying home tech protection and support. NASHVILLE, Tenn. - Oct. 17, 2025 - Asurion(R), the global leader in tech care, today announced a new agreement with leading broadband communications provider Sparklight(R) to deliver TechAssist, a suite of tech protection and support plans designed to give customers peace of mind for the devices they rely on most. Whether customers want to protect all their favorite tech devices or just want someone to call when tech issues arise, there is a TechAssist plan to meet their needs. A plan for every household. * TechAssist provides live, expert support for everyday tech issues with TVs, computers, gaming systems, wearables, smart speakers, and nearly any other home tech device. * TechAssist Protect includes all the support of TechAssist, plus protection for home entertainment devices like TVs, gaming consoles, soundbars, speakers, and headphones. Coverage includes mechanical and electrical failures as well as accidental damage for eligible portable devices - with no registration or receipts required. * TechAssist Complete is the most comprehensive plan, combining the support and protection of TechAssist and TechAssist Protect with added coverage for smart devices and home office essentials, including computers, tablets, printers, smart watches, thermostats, doorbells, and more. Tech help starting day one. With every plan, customers get access to expert tech support starting on day one of enrollment, while device protection coverage begins on day 31. Support is available seven days a week, with no limit to how many times a customer can call for help. Trusted tech care experts. With thousands of experts nationwide, plus an industry-leading logistics network, Asurion resolves millions of tech issues each year across thousands of device types - helping customers set up, protect, repair, or replace the technology they depend on. "It's a tremendous privilege to be trusted with partners' customer experiences - and one we don't take lightly," said Wendy Lowenthal, VPGM of Client Services at Asurion. "For customers, there's so much value and comfort in having a go-to contact when tech troubles interrupt life, and we're proud to be the ones on the other end of the phone, helping them navigate those moments with empathy and expertise." For more information, visit: www.asurion.com/partner/sparklight/. About Asurion. Its journey in tech care began with cellphone insurance, back when consumers' biggest tech worry was a lost or broken phone. Decades later, Asurion, LLC is still dedicated to caring, but now Asurion, LLC look after all the essential devices that power your life - tablets, computers, TVs, game consoles, smart speakers, fitness trackers, video doorbells, and nearly everything in between. With thousands of experts nationwide and hundreds of local repair shops, all supported by the most advanced supply chain in the industry, Asurion, LLC has proudly cared for millions of customers with thousands of different devices. From setup, troubleshooting, repairs, or replacements, Asurion, LLC get your favorite tech back up and running, often as soon as the same day. Asurion is ready to help however you need it - online, over the phone, in your neighborhood, or even at your doorstep. Connected Home