About the Role:

Join our dynamic Kia Care Consumer Affairs team as a Remote Total Case Specialist, where you take charge of complete customer cases involving complex inquiries, warranty coverage, dealership complaints, troubleshooting technical features, and vehicle subscription services. Your role is pivotal in acknowledging all customer outreach, investigating customer concerns, and following up on customer requests to ensure an exceptional experience.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you'll be the reassuring voice on the other end of the line, helping customers navigate through challenging situations with their vehicles such as requests for warranty extensions, towing and rental coverage for repairs, service or sales complaints, and supporting customers with technical features like their Owner’s Portal, Bluetooth, radio, and navigation. Your primary responsibilities include:

Empathy in Action:

• Approach every customer interaction with genuine empathy, understanding the human side of their situation. 
• Uphold company integrity and client brand while empathizing with customers' unique challenges.
• Act with a sense of urgency and compassion, ensuring customers feel supported during stressful situations.

Case Management & Multi-Tasking Mastery:

• Embrace ownership of your cases, by making independent decisions and managing them with finesse from start to finish. 
• Prioritize your workload strategically, ensuring that all customers are followed up with in a timely manner. 
• Showcase your impressive multitasking skills as you navigate multiple cases simultaneously.
• Take detailed notes with precision, capturing the customer's situation while on the phone with them and navigating multi-screen web-based computer systems efficiently. 

Effective Two-way Communication:

• Communicate clearly and professionally with customers to gather necessary information and provide assistance.
• Collaborate with dealerships, district managers, field representatives & clients, conveying accurate details for efficient problem resolution.

Problem-Solving & De-Escalation Skills:

• Employ critical thinking and problem-solving skills to address a variety of challenging customer situations and/or complaints requiring interpretation, investigation and follow-up. 
• Handle high-stress scenarios with composure, ensuring a positive and reassuring customer experience.
• Face problems head-on, consistently delivering innovative resolutions that leave customers saying, "Wow!"

Customer Advocate Extraordinaire:

• Act as a dedicated advocate for customers, ensuring their inquiries are not just heard but thoroughly understood.
• Follow each case meticulously, providing support every step of the way to guarantee timely resolution and maximum satisfaction.

Technical Support Expertise:

• Demonstrate your technical skills by providing support to customers with their vehicle's remote command, Infotainment, Navigational, or Bluetooth systems.
• Effectively walk the customer through the steps to resolve their technical inquiries.

Qualifications:

• Applicants are required to reside in the state of AZto be considered for this remote, work from home opportunity. 
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. Prior work from home experience is a plus. 
• Must have strong computer skills, including the ability to open, create, and modify various documents using the Google Workspace (docs, sheets, slides, and Gmail) and enter/retrieve customer and vehicle information using web-based systems. 
• This is a bring your own device position, Kia Care Total Case Specialists must have a compatible home laptop or desktop computer with a secured high-speed internet connection, in-service cell phone, web-cam, and a wired headset. 
• All applicants must successfully complete an online application, skills assessment, and technical diagnostic from the home computer they intend to use for work to confirm their workstation meets the system requirements of this remote position.

Work From Home Computer and Internet Requirements: Click  here!

Other Information:

We are currently hiring for Full Time Kia Care Total Case Specialist positions to start in June! 

Upcoming New Hire Training Class Dates

• Monday, 06/03/2024 from 10:00 am to 07:00 pm EST, M-F for 6 weeks. 

At Agero, Kia Care Total Case Specialists actively participate in a paid  6 week world class training program which is a blend of virtual instructor-led, self-paced, practice and remote on the job training. After graduating training, associates will begin working their production schedules. 

Available Shifts

• Full Time only
• Days between the hours of 08:00 am to 09:00 pm EST with Saturday & Sunday off

In the following 3 - 6 month period of your career, with excellent performance and attendance, you can expect to see opportunities for exciting new responsibilities and compensation related growth! 

Pay, Total Rewards, and Training Highlights: Click here!

If you are passionate about helping others,  possess exceptional communication and problem-solving skills, have strong computer and technical proficiency and thrive in a remote work environment, we invite you to apply for our Remote Kia Care Total Case Specialist position. 

Join us in making a difference, one customer at a time. Apply now!

#LI-DNP

Role Description and Mission:

We're looking for a service oriented and resilient Performance Manager who is passionate about customer service, helping others and delivering strong results.

The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network region.  Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus.  Performs root cause analysis to identify under performing markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices.  Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.

Key Outcomes: 

• Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
• Coach service providers on overall performance within assigned region.  
• Communicates product and process changes to individual providers.
• Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
• Coordinates and completes targeted proactive analyses for managing network performance.

Qualifications:

• Bachelor’s degree in business or equivalent experience. 
• 3 - 5 years of related supplier or asset management and/or procurement related experience. 
• Previous service experience in service delivery is a plus. 
• Strong analytical, communication and relationship building skills are a requirement.
• Excellent performance management and relationship building skills. 
• Exceptional written and verbal communication skills.  Works in a fast-paced environment, builds strong partnerships. 
• Utilizes good judgment, analytical and decision-making skills. 
• Works independently with minimal guidance.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

Job Summary:

We are seeking a highly skilled Director of Data & Analytics to shape our company's data-driven decision-making. In this influential role, you will lead the build-out of our data product suite, manage robust data pipelines, and create scalable data models to drive actionable insights across the organization. The ideal candidate will have proven experience building and managing teams who transform raw data into strategic assets that empower commercial, product, and wider business leadership. 

About You: 

You are a results-driven Director of Data & Analytics with demonstrated success in building and scaling data-centric organizations. Your experience includes architecting robust data pipelines, driving actionable insights, and mentoring exceptional teams. You excel in aligning data initiatives with overarching business goals, ensuring that data translates into tangible impact.

Key Outcomes:

1. Solidify data model for our three major product lines, Roadside, Accident Management, and Repair Advantage.
2. Deliver major enhancements to our Executive Reporting, Product Line Performance, and Ecosystem Fraud Identification data products.
3. Optimize team structure and processes for performance and output.
4. Develop and drive our comprehensive data strategy, aligning it with overarching business objectives.

Responsibilities:

• Team Leadership: Manage and mentor a high-performing team of data analysts, data scientists, and data engineers. Foster a culture of collaboration and continuous development.
• Data Pipeline and Architecture: Manage and optimize an end-to-end data pipeline, ensuring data integrity, quality, and accessibility for the entire organization.
• Data Modeling: Construct and maintain flexible data models to support diverse business needs, encompassing both structured and unstructured data.
• Commercial & Product Analytics: Lead the development of analytics and data science solutions to enhance decision-making in areas such as sales, marketing, customer behavior, ecosystem fraud, and product optimization.
• Strategic Insights: Partner with senior leadership to translate complex data into clear narratives, driving business strategy, and identifying growth opportunities.
• Data Governance: Collaborate with stakeholders to establish and implement robust data governance policies and procedures for security, privacy, and compliance.
• Cross-Functional Collaboration: Work closely with product, engineering, sales, marketing, and other teams to identify and prioritize data-driven initiatives.

Qualifications:

• Technical Expertise: Deep knowledge of SQL, Python (or similar data science languages), and data modeling techniques. Experience with cloud-based data platforms is a plus.
• Leadership: Proven experience building and leading data teams, attracting and developing top talent.
• Business Acumen: Ability to align data strategy with business objectives, clearly articulating the value of data-driven solutions.
• Communication: Exceptional communication and presentation skills, capable of tailoring complex information for diverse audiences.
• Bachelor's Degree: In Computer Science, Statistics, Mathematics, or a related field. Master's degree preferred.
• Experience: 8+ years of experience in data analytics and data science, including 3+ years in a managerial role demonstrating a hands-on approach.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

About The Role:

This Senior Python Engineer will be one of the founding members joining the Machine Learning Team that pioneers the path to bringing machine learning into our daily operations.  We don’t expect you to have machine learning experience, just the desire to learn and grow with the role.  This role will be  joining a team that is responsible for achieving the highest customer satisfaction, whilst minimizing costs over millions of roadside assistance dispatches each year.  The ideal candidate brings their experience in Python, their drive and passion to learn Machine Learning systems and hits the gas pedal to help supercharge the team.  What better way to do that than with the Data Science and Analytics team as part of your pit crew to help.  Are you a Python driver that can recommend strategies for improving system applications and services and a focus on ease of deployment, security, reliability, stability, availability and performance and up for a challenge?

Key Outcomes:

• Deliver products/systems through their full life cycle, from idea conception, technical planning, implementation, launch, measurement, and maintenance/iteration.
• Contribute to developing a strong culture of quality, availability, and security through attention to detail and by supporting industry leading best practices
• Drive optimal solution design collaborating with product owners, architects, operations, client services, and cross-functional teams to move fast on creating solutions to client and business problems and as well as be able to identify and act on new opportunities

Qualifications:

• CS or Engineering related Degree
• Experience building large, complex systems, particularly web services, RESTful APIs, and continuous integration and delivery.
• 3-5 years of experience in software application development and design experience.
• 5+ years experience in Python. 
• Understand fundamental design principles behind a scalable application.
• Excellent communication skills, with the ability to interact with other teams.
• Motivated to understand the nuances of data and its impact on the business.

Nice to Haves:

• Machine Learning
• SQL
• #LI-REMOTE

About the Role: 

Responsible for handling cases that are forwarded by Kia Consumer Affairs Center for additional support outside the scope of a Total Case Specialist responsibilities.  To take a leadership role in answering all customer inquiries, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up.  Managing inbound and outbound calls to proactively work with customers. To determine the best approach to effectively achieve a positive experience for the customer and our client. Exercises judgment and determines involvement with dealers, Kia field representatives, Escalated Case Coordinator and the consumer to ensure early intervention and resolution. Responsible for cultivating and maintaining loyal customer relationships.

Key Outcomes:

• Investigate customer concerns by working with consumers, and interacting with Kia’s Case Coordinator to gain a complete understanding of entire case issues. 
• Use discretion and decision making with cases which are forwarded to the Kia Regional Analyst from Kia Consumer Affairs Center. To ensure they are handled with a higher priority by utilizing their Escalator Case Coordinator to obtain assistance from dealers, client field representatives and national staff.  Early intervention is the objective to keep customer retention and foresee any repurchase or replacement of vehicles. 
• Cases forwarded to the regional representative are sent because they have met the client criteria for the case to be escalated for handling beyond the KCAC total case managers abilities. This includes but is not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions/concerns, incentive information, media complaints, reimbursement requests, cross-border clearances, financial questions based on Kia and relevant financial institutions, sales complaint, Field Technical Representative (FTR) appointments, a decision needs further review, customer no longer wants the vehicle, customer threatening to get an attorney, customer wants to file with BBB, customer feels they qualify for the Lemon Law, vehicle has multiple repairs for the same issue, customer vehicle is down for over ten calendar days, customer is asking for someone higher.
• Determines the client’s liability in regard to the vehicle and situation. Checks to see if the vehicle qualifies with the state's lemon law. Assist with determination on a resolution that is satisfactory for both the consumer and our client.
• Customer interaction at the highest level in order to meet the client’s highest level of customer satisfaction and resolution.
• Required to review the case in detail by gathering sales documents, loan contracts, repair orders, receipts and all pertinent documents. Using required software to create a spreadsheet and review if necessary with management to determine a higher level of monetary resolution.
• Negotiates with the consumer in regards to the situation to offer the best possible solution for both parties. Must have great negotiation skills in order to resolve extreme situations with a consumer. The goal is to represent the client’s brand name in the most efficient manner.
• Provides accurate and timely communication of all legal documents to be presented to customer;
• Educates and explains all areas that pertain to the situation and provides clear and concise case notes documenting the issue.
• Provides real time input and consultation to clients on trends with vehicles, parts and/or voice or customer recurring issues. 
• Explains all benefits, services and claims/reimbursement procedures to customers.
• Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation.
• Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.

Qualifications:

Education: Associate Degree or equivalent work experience.

Experience: 0 – 2 year related experience.  Customer service experience, contact center environment preferred.  Automotive industry experience preferred. Must be Kia Consumer Affairs trained.

Skills:Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. Possesses the problem solving skills necessary to make decisions and take action based on sound reasoning, and independent judgment.   Excellent oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge.

Additional Responsibilities:  Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Limited travel required. Assumes additional responsibilities as assigned

Special Requirements: 

• Must be Kia Consumer Affairs trained. 

Contact Center Internal Hiring Requirements: 

• Must be Kia Consumer Affairs trained.
• Must be in current role for a minium of 90 days. 
• Must not be on an active written warning, final warning, or performance improvement plan. 
• Must have satisfactory performance and attendance.

All internal applications must be reviewed and approved by Human Resources, Operations, and Staffing to be considered. 

Agero is looking for a Senior DevOps Engineer to help with the design, implementation and maintenance of scalable, and efficient infrastructure. This role will involve collaborating with Engineering and QA teams to automate manual processes, and ensure high availability, reliability, and performance of our systems.

Key Outcomes: 

• Review, troubleshoot and approve pull requests drafted by more junior engineers and approve and offer feedback that will improve code quality
• Plan with DevOps on capacity planning and monitoring using Datadog
• Analyze developer workflow by working closely with team leads and attending squad standup meetings and suggest improvements
• Write infrastructure as script using Terraform to help create AWS, Datadog and other technology
• Write script using Harness or CircleCI to help create development pipelines that will push code to the Dev, Staging and Production environments
• Build scripting to allow for canary deployments into our CI/CD pipeline
• Add stages that will include stress testing mechanisms using K6.io
• Write bash scripting to help automate development workflows so that manual processes that are currently run by developers or QA are automated
• Utilize Terraform to deploy and manage infrastructure

Qualifications: 

• Bachelor’s Degree in Computer Science/related field or equivalent work experience 
• 7+ years of DevOps engineering experience
• 2+ years of experience with programming/scripting languages such as Ruby on Rails, Python, or Bash
• Strong understanding of cloud computing concepts and experience with cloud platforms (AWS, Azure, GCP)
• Familiarity with infrastructure as code tools such as Terraform, Ansible, or CloudFormation
• Experience with the following CI/CD tools: HarnessCD, CircleCI, or Gitlab CI/CD to automate the build, test, and deployment processes. 
• Hands-on experience with containerization and orchestration technologies(ECS, Docker)
• Excellent problem-solving skills and attention to detail

Hiring In:

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

About The Role:

Agero has a vision to automate the roadside assistance industry. This means providing the automotive and insurance industry with a way to enter details about people who have broken down, then automatically determining the best quality and fastest response from thousands of towers and their nationwide fleet of tow trucks all running our towing app.This creates interesting UI/UX challenges - we’re building something that no one else has built and we have three user perspectives on the same data. We work in small teams of 3-5 engineers called “squads” to strategically execute on different areas of the codebase. This creates a small-team feeling while being a part of a larger organization.  We're using React on the Web, and React Native for iOS and Android.

Key Outcomes:

• Own the front end web code and experience
• Help shape the front end architecture and institute best practices throughout our code base
• Help grow and mentor the front end team
• Help scale the front end codebase to keep up with increasing demand
• Work with a designer / product manager to get new features out quickly and bug free
• Convert Figma files into functional styled components
• Ensure cross-browser, cross-platform, and cross-device compatibility
• Bring innovative ideas and solve complex technology problems 
• Work closely with UX/UI designers, product managers, QA engineers, and backend developers. 
• Own the successful implementation of product features and codebase improvements, from development to release and beyond.
• Collaborate with other members of the front end team

Requirements:

• 5+ years of professional software development or UI/UX development experience 
• 3+ yrs professional experience in a modern React environment (Hooks, Context, API, Suspense)
• Extensive knowledge of testing (Cypress for visual regression testing, Jest for unit testing) 
• Excellent knowledge of HTML5, CSS3 and JavaScript
• Experience using git with pull requests and code reviews
• Bachelor’s Degree in Computer Science or related field or equivalent 

Nice To Have:

• Experience working with GraphQL
• Experience working with TypeScript
• Experience working with Relay
• Experience working with React Native

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NM, TN, GA, NC, NH and VA
• Canada: Province of Ontario
• #LI-REMOTE

We are looking for a results oriented, passionate and dynamic Senior Automation Engineer to join our rapidly growing engineering team!

Responsibilities:

•  Develop and Maintain automation framework(s) and scripts across multiple projects
•  Write and Execute test cases and test plans using test management tools
• Ensure using QA best practices by writing test cases according to the guidelines, filing the bug reports using accurate information, reproduction steps and related documentation and(or) screen recordings
• Write automation scripts according to the coding guidelines and conventions
• Collaborate with cross functional team members to understand the requirements, communicate QA status, and help with production defects repro steps
• Ensure QA test cases map to the functional requirements and create the RTM matrix
• Provides work estimates during sprint planning and stand-ups

Requirements:

• B.S degree or equivalent in Computer Science or related field
• Candidate should have at least 5-7 years of related experience
• Experience with any of the following languages - Ruby (preferred), TypeScript, JavaScript, or other common languages (Java, Python, etc.)
• Experience with Cucumber, Selenium, and Capybara frameworks
• Experience testing Web and Mobile applications
• Experience creating and maintaining automation scripts for web app testing
• Experience testing APIs (GraphQL preferred), knowledge of related tools such as Postman, JMeter
• Experience with one or more test management tools such as, Zephyr, TestRail
• Experience with mobile automation, load and performance testing is a big plus
• Knowledge of “shift left” paradigm is a big plus

Nice to haves: 

• Some knowledge/experience of rspec and cypress is a plus

Hiring In:

• United States: CA, AZ, FL, NC, IL, KY, MA, MI, NM, TN, NH and VA
• Ontario (Toronto)
• #LI-REMOTE

Role Description and Mission:

The Roadside Assistance Sales & Support Advisor will be responsible for promoting the use of emergency roadside services to insurance agents. This includes educating and training agents on the benefits of recommending our services to their customers and how to utilize our online tools effectively. The role combines elements of sales, customer service, and education/training.

Key Outcomes: 

• Sales and Promotion: Actively sell the concept of emergency roadside services to insurance agents. Develop and implement strategies to encourage agents to recommend these services to their customers
• Training and Support: Conduct training sessions for insurance agents on how to use our online tools and services. Provide ongoing support and answer any queries agents may have
• Relationship Management: Build and maintain strong relationships with insurance agents. Act as the main point of contact for agents regarding our services
• Feedback and Improvement: Gather feedback from agents and customers to improve the service offerings. Communicate this feedback to the product development team
• Market Analysis: Keep abreast of market trends in the insurance and roadside assistance sectors. Use this information to inform sales and training strategies
• Reporting: Maintain accurate records of sales and training activities. Report on these activities to management regularly
• This role will require occasional travel to meet with insurance agents, attend conferences and conduct in-person training sessions. Flexibility to work outside standard business hours when necessary

Skills, Education and Experience:

The Roadside Assistance Sales & Support Advisor, which combines sales acumen with training expertise, requires a professional who is not only knowledgeable about the product (in this case, emergency roadside services) but also skilled in communicating its value and functionality to potential users. Here are some background qualities, skills, and experiences that are typically needed for such a role:

Skills:

• Strong Communication Skills: Ability to clearly articulate the benefits of the service and proficiently demonstrate how to use online tools
• Persuasive Selling Skills: Proficiency in convincing agents to adopt the service by highlighting its value proposition
• Training and Educational Skills: Capable of educating and training agents on how to effectively use the provided online tools and services
• Customer Service Orientation: A strong focus on understanding and meeting the needs of insurance agents and their clients
• Problem-Solving Abilities: Capacity to identify and address any concerns or obstacles that agents might have regarding the service

Experience:

• Sales Experience: 2-4 years experience in sales, particularly in a B2B environment, is crucial. Experience in insurance or a related field can be particularly beneficial
• Training Experience: A background in training or education, especially in a corporate setting, where the individual has had to teach or train others on new systems or services
• Industry Knowledge: Understanding of the insurance industry, particularly auto insurance and roadside assistance services
• Technical Proficiency: Familiarity with online tools and platforms, as the role involves training agents to use digital services
• Customer Relationship Management: Experience in managing client relationships, understanding client needs, and providing solutions
• Strong Communication Skills: Ability to clearly articulate the benefits of the service and proficiently demonstrate how to use online tools
• Persuasive Selling Skills: Proficiency in convincing agents to adopt the service by highlighting its value proposition
• Training and Educational Skills: Capable of educating and training agents on how to effectively use the provided online tools and services
• Customer Service Orientation: A strong focus on understanding and meeting the needs of insurance agents and their clients
• Problem-Solving Abilities: Capacity to identify and address any concerns or obstacles that agents might have regarding the service
• Strong interpersonal skills, adaptability, patience in teaching, and the ability to handle objections effectively

Education:A bachelor's degree in business, marketing, communication, or a related field can be advantageous, although not always required. Any relevant certifications in sales, training, or the insurance industry can be a plus.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, and VA

About The Role:

The Principal Machine Learning Engineer will be one of the founding members of the Machine Learning Team that pioneers the path to bringing machine learning into our operations.  This role will be responsible for targeting the highest customer satisfaction, whilst minimizing costs generated from millions of roadside assistance dispatches each year.  The ideal candidate will bring their experience to this small team focused on building out the machine learning environment and implementing features in close collaboration with our Data Science and Analytics team.  The Principal Machine Learning Engineer will be able to hit the ground running by leveraging their advanced knowledge of Python and Machine Learning approaches. In addition, they will utilize their experience with modeling to drive  ML Ops and to ensure that our users can get the help that they need.  

Key Outcomes:

• In partnership with our DS&A team, implement features through the Machine Learning Cycles (Development, Testing, Training, Production, Monitoring/Evaluation)
• Build out features for the production inference system and associated ML Ops
• Collaborate with other teams looking to integrate with the Machine Learning environment
• Ensure scalability and reliability of our production systems

Qualifications:

• 5+ years of experience in Python
• 10+ years of experience in ML
• Excellent communication skills, with the ability to interact with other teams
• Motivated to understand the nuances of data and its impact on the business
• Ability to work independently and as part of a team
• Previous automotive related experience is a plus

Skills:

• ML: General understanding of algorithms, model architectures, and training techniques
• Data Engineering: Ability to handle large-scale data, including preprocessing, cleaning, and feature engineering in a production environment
• System Design: Knowledge designing scalable and reliable systems for training and inference
• ML Ops: Knowledge of monitoring and iterating models in production
• Collaboration and Communication: Ability to work with cross-functional teams (data scientists, software engineers, product managers) and communicate complex ML concepts effectively

Nice to Haves:

• SageMaker
• Comet or Weights & Biases
• XGB/Catboost/DeepNN
• Statistical Methods
• SQL

Hiring In:

• United States: AZ, CA, FL, IL, KY, MA, MI, NM, TN, GA, NH and VA
• Canada: Province of Ontario
• #LI-REMOTE
  

Role Description and Mission:

Responsible for data-driven initiatives for the group, acting as a linchpin between raw data and actionable insights.This role requires strong SQL capabilities, critical thinking, and business acumen. Will be responsible for dissecting complex datasets, identifying patterns, and leveraging those insights to support Finance leaders as they make strategic decisions. An intimate understanding of the nuance of finance operational data and financial data (via both analysis of data and stakeholder interviews) with the ability to distill the most meaningful insights for an executive audience is key. Act as the “go-to” person for insights generation in Finance and be a crucial partner to business teams looking to better understand and improve their lines of business.

Key Outcomes: 

• Partner with Finance and other business leaders to understand their needs and develop data products to answer their questions 
• Build and maintain SQL queries to analyze data and generate reports
• Distill insights and communicate them effectively with the proper supporting documentation
• Collaborate with data engineers and other data analysts to ensure that your data products are of high quality and meet the needs of business users
• Build and maintain a suite of dashboards that answer your stakeholder’s most important questions in an easily digestible way
• Develop a deep understanding of finance operations and the underpinning data needed to measure and understand it

Skills, Education and Experience:

• 3+ years of experience in a similar analytical role
• Understand the nuance of finance operational data and financial data
• Strong technical proficiency in SQL and working with relational databases is required
• Experience with data warehousing, data lakes, data engineering, data science tools and concepts (we use Snowflake)
• Experience with data visualization / BI tools (we use Sigma)
• Excellent communication and presentation skills, with the ability to interact with stakeholders across all levels of the organization
• Motivated to understand the nuances of data and its impact on the business
• Demonstrated project management and financial aptitude. A creative problem-solver with a passion for producing quality deliverables   
• Ability to work independently and as part of a team
• Previous automotive related experience is a plus
• BA/BS Degree or equivalent experience. Degree that emphasizes data analysis and communication (e.g., computer science, social sciences, physical sciences, math, engineering, or statistics) preferred

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NM, TN, GA, NC and VA
• Canada: Province of Ontario
• #LI-REMOTE

About the Role:

We’re looking for a Senior Product Manager to drive the definition and development for our provider selection system within Swoop's roadside assistance platform. Your job will be to work with engineering, operations, data science & analytics, and design to develop features that enable the efficient delivery of exceptional service to millions of stranded motorists per year. You’ll have a tremendous impact on the product and be able to see your work get to market quickly. We’re looking for a passionate, strategic thinker who can understand the big picture, but also cares about the details.

Responsibilities:

• Manage product definition and development of capabilities for our provider selection system
• Partner with multiple stakeholders, including operations, data science, client services, and engineering to understand the needs of our customers and operations specialists
• Ask “why” incessantly in order to identify root problems and opportunities that can be solved with platform innovation
• Intimately understand the needs and challenges of engineering, factoring technical efficiency and scalability into product requirements
• Drive multiple releases per week from conception to completion with a cross-functional team of designers, developers, QA, and data scientists
• Own and measure core success metrics of the product and the business
• Continuously prioritize and manage the backlog and upcoming sprints
• Communicate regularly with key internal and external constituents

Skills and Experience:

• 5+ years full-time product management experience
• Have shipped something that people use regularly
• Analytical ability to unpack complex problems, synthesize data, and identify root issues
• Experience managing highly technical projects and partnering with a data science or machine learning technical teams
• Strong UX and workflow design skills
• User-centric product philosophy and methodology
• Can develop deep empathy for a variety of customer types
• Experience in A/B testing features regularly to validate outcomes
• Can manage multiple projects simultaneously, handle a fast-paced startup environment, meet deadlines, and manage changing priorities
• Excellent communication and collaboration skills
• Fluent in agile development methodologies and tools (e.g JIRA)

Hiring In:

• United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, GA, NH and VA
• Canada: Province of Ontario
• #LI-REMOTE

Role Description and Mission:

The Senior Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial team within our Insurance LOB.  This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive services industry. The role will join a select team tasked with the mission to provide quality services and efficient processes to insurance clients, thereby achieving mutual goals of growth, profitability, and customer satisfaction. This individual leads all daily client facing activities for assigned vertical markets and aligned client portfolios.  In addition, the Senior CSM is responsible for management and expansion of Insurance partnerships and general account partnership activities. He/She reports to the Director of Services and Client Success with routine direct engagement with team leadership. 

The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial and goal attainment. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes. 

Key Outcomes:

• Establish and manage both executive and working-level (Up and Across) relationships with current and potential clients
• Responsibility for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences
• Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership
• Drive weekly & monthly performance reviews with Clients to ensure SLAs and key metrics are achieved/exceeded
• Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have
• Prepare and deliver business reviews to internal senior leadership updating on progress and roadblocks
• Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes
• Develop and prepare client meeting agendas, content, lead presentations, quarterly and annual reviews and direct participation of others on the team
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution

Qualifications:

• 5+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100)
• Advanced knowledge of the auto physical damage (APD) claim process, systems/technology, and key stakeholders 
• Proven track record of moving partners through funnel delivering results with significant contributions to profitability
• Have advanced experience with CRM software (e.g. Salesforce CRM or HubSpot), Productivity and Business applications (particularly Google suite of services), and Business Intelligence tools (Sigma)
• Teamwork mentality and willingness to learn and grow (experience in a virtual environment)
• Analytical confident with gathering, synthesizing and delivering analysis and insights around program performance
• Demonstrated ability to organize multiple account management projects at a time, while maintaining sharp attention to detail and strong partner relationships
• BA/BS Degree or equivalent experience

Hiring In:

• United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, GA, and VA
• #LI-REMOTE

About the Role:

We are searching for an exceptional engineering leader to help scale our engineering team and technology. Qualified candidates will be equally comfortable with technical leadership, people management, recruiting top talent, and hands-on development work. Our teams work on a variety of technically challenging problems in platform and API design, mobile and web application development, and much more. We are a highly automated team using continuous integration with model, integration, and system tests to build a high-quality product while maintaining a high velocity.

Key Outcomes:

• Lead a squad focused on delivering an exceptional web app experience for our service provider network & operations teams
• Grow and mentor a strong, high-performing engineering team, 6-8 direct reports
• Collaborate with design and product teams regarding strategy, scope, and schedule
• Drive standards on quality, reliability, scalability, and performance
• Help create infrastructure and processes to support rapid organizational growth
• Foster and support a culture of innovation and excellence within the engineering organization

Skills and Experience:

• Proven success in delivering highly reliable and scalable software systems
• You enjoy working at small companies and building teams from the ground up
• 7+ years of experience building software
• Deep understanding of API design and best practices
• Rails experience preferred
• Optimize developer productivity by continuously seeking efficiencies in our processes

Hiring In:

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

Role Description and Mission:

Assists management with overseeing client activities and programs to determine profitability goals and objectives.  Helps identify account penetration and revenue growth opportunities that result in new business for the company.  Coordinates and ensures a professional relationship between clients, vendors and internal departments.  Performs various administrative and operational tasks to support the group, including reporting and analysis, business requirements, presentations and related activities.

Key Outcomes: 

• Administrative duties include entering database information and resolving escalated customer, client and vendor complaints, documenting business requirements and providing related reports and analysis
• Provides and\or facilitates communication, documentation and resolution between various internal groups and clients
• Responds to inquiries and provides research regarding program reporting for participating client management and client teams
• Assists internal and external groups with trouble shooting  and program concerns, monitors provider work to ensure it meets program requirements
• Responds appropriately and professionally to the customer, client and/or internal inquires
• Assists with the coordination and implementation of client programs
• Attends client and industry events, including trade shows and dealer conferences
• Works closely with internal teams to identify areas of opportunity as well as all departments throughout the organization
• Extensive telephone and email contact with team and client contacts.  Be the voice of the Company to the client and the voice of the client to operations

Skills, Education and Experience:

• Associate Degree or equivalent work experience
• 0-2 years related experience
• Previous customer service or sales experience in the automotive or insurance industries is a plus
• Demonstrated ability to manage projects and tasks as assigned
• Good understanding of G Suite including Gmail, Sheets, Docs, and Slides is required
• Strong oral, written, and presentation skills
• Must demonstrate the ability to analyze problems and work independently
• Ability to work in a fast-paced entrepreneurial environment
• Utilizes sound judgment, decision making skills, and good follow through

Additional Responsibilities:  Up to 25% travel required

Hiring In:

• United States: AZ, FL, GA, NC, IL, KY, MA, MI, NM, TN, and VA
• #LI-REMOTE

**Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com

Role Description

The HRIS Analyst will provide functional support for all HR applications. This individual will leverage their expertise to contribute to and support HR system implementations, upgrades, testing and other technical projects as assigned.  This individual will serve as a technical point of contact and the subject matter expert ensuring operational effectiveness, data integrity and analyzing process improvement opportunities.

Key Outcomes

• Provides day to day technical and administration support to departmental and end users
• Serves as liaison between vendors and/or IT and HR end users to troubleshoot functional system issues, identify root causes and partner with stakeholders to fix errors so that problems are not repeated
• Documents changes to system and processes
• Assures system integration functionality and troubleshoots integration issues, including review of integration specifications and development and maintenance
• Reviews, writes, and updates system documentation, including process maps/workflows, standard operating procedures, and project plans for HRIS
• Continuously develops advanced knowledge of HCM cloud by utilizing vendor websites, user groups and training to maximize system capabilities
• Maintains working knowledge of other integrated applications and/or interfaces
• Identify opportunities to automate processes and modernize systems
• Provide support to other business areas that use HR data in their systems and reporting
• Identify root-cause errors and potential solutions to ensure that data quality targets are met
• Ensure accuracy and integrity of all HRIS data. Perform group data updates, exports, imports, clean-ups, and troubleshoot any data discrepancies
• Proactively recommends process improvements/solutions utilizing technology to solve business needs/problems while also enhancing the understanding and acceptance of systems and capabilities
• Analyzes data and designs and develops both standard and complex reports to support HR and business needs
• Develops and maintains reports for HR using various database and reporting tools
• With direction from HR Management team:
• Configures system to meet business process requirements; plans for and supports migrations, releases, upgrades and/or patches, including functionality and design review as well as end to end user testing; provides technical and administration support to end users
• Consults with functional owners to translate operational needs into system requirements and effectively communicates system capabilities and limitations. Partners with the team to determine best options for design decisions based on documented requirements, current configuration, and downstream impacts

Qualifications

• Bachelor's degree or equivalent experience
• 4+  years of experience as an analyst or administrator responsible for configuration, testing, and application support
• Experience supporting a major HRIS migration and post implementation tasks
• Proficient in HCM, Recruiting, Benefits, Performance and Compensation, Time & Attendance, Payroll modules - UKG (UltiPro)/Workforce Dimensions required
• Experience interpreting data and presenting information and findings
• Ability to perform diagnostic, identify problems and provide solutions
• Superior analytical, critical thinking, problem solving and innovative skills
• Excellent working knowledge of HR systems, data structure and report generation
• Ability to prioritize work under time constraints to meet project deadlines

#LI-REMOTE

Position Summary

The Lead Data Analyst is at the forefront of data-driven initiatives for the group, acting as a linchpin between raw data and actionable insights. This position dissects complex datasets, identifies  patterns, and leverages those insights to drive business growth. Collaborates closely with various internal and external stakeholders, helping them understand the data and how this information can shape future strategies.

Responsibilities:

• Advanced Analytics: Develop and deploy advanced analytical models to improve our understanding of Network supply and demand, identify operational inefficiencies, and deliver actionable recommendations to leadership
• Service provider loyalty: Own analytics and be the subject matter expert related to our service provider loyalty and performance project to help it grow from pilot to scaled, national program
• Performance Monitoring: Implement real-time dashboards and reporting to track and assess Network performance against established metrics
• Stakeholder Feedback Analysis:Analyze feedback, ratings, and reviews from multiple sources and stakeholders to gain insights into service quality, customer satisfaction, and provider satisfaction, identifying actionable insights for improvement
• Service Provider Insights: Develop operational and performance data to generate actionable insights and recommendations for 3rd party service providers, enabling them to enhance their service delivery, optimize processes, and align more closely with organizational objectives
• Capacity Analysis and Modeling: Analyze the capacity of our Network, identifying gaps, weaknesses, and opportunities to improve operational efficiency and service quality, making recommendations for Network recruiting, retention, and optimization
• Testing: Leads test and pilots for process changes as a a result of analysis and communicates the results and recommendations to all areas of management
• Subject matter expert:Serves as an internal data analytics expert by ensuring consistency in data analysis methodologies and sharing of best practices

Experience and Skills:

• BA/BS Degree or equivalent experience. Degree that emphasizes data analysis and communication (e.g., computer science, social sciences, physical sciences, math, engineering, or statistics) preferred
• 5+ years of business and data analysis experience
• Excellent communication and presentation abilities
• Strong problem-solving skills and business acumen
• Experience with data management, specifically with validating and auditing data and reports from multiple systems
• Demonstrated project and task management capability
• Past experience with BI, Google Workspace, and CRM Tools
• Proficiency in SQL and working with relational databases is required
• An analytical professional with attention to detail and high standard of performance excellence

Hiring In:

• United States: AZ, FL, NC, IL, KY, MA, MI, NM, TN, GA, and VA
• Canada: Province of Ontario
• #LI-REMOTE

Job Description:

The Sr Business Analyst is responsible for supporting business leadership across multiple product lines by developing and delivering data-driven insights. This role will need to intimately understand the nuance of their product lines (via both analysis of data and stakeholder interviews) and be able to distill the most meaningful insights for an executive audience. This role requires strong SQL capabilities, critical thinking, and business acumen. The ideal candidate will have experience not just working closely with data engineers and other analysts but also in interfacing with business leaders and operations teams to generate requirements and validate results. You will become the “go-to” person for insights generation in your supported product lines and be a crucial partner to business teams looking to better understand and improve their lines of business. 

Key Outcomes:

• Build and maintain a suite of dashboards that answer your stakeholder’s most important questions in an easily digestible way
• Develop a deep understanding of both your line of business and the underpinning data needed to measure and understand it
• Build strong rapport with your stakeholders such that you become their “one-stop-shop” for understanding their piece of the business

Key Responsibilities:

• Partner with business leaders to understand their needs and develop data products to answer their questions 
• Build and maintain SQL queries to analyze data and generate reports
• Distill insights and communicate them effectively with the proper supporting documentation
• Collaborate with data engineers and other data analysts to ensure that your data products are of high quality and meet the needs of business users

Qualifications:

• 3+ years of experience in a similar analytical role
• Strong technical proficiency in SQL
• Experience with data visualization / BI tools (we use Sigma)
• Excellent communication and presentation skills, with the ability to interact with stakeholders across all levels of the organization
• Motivated to understand the nuances of data and its impact on the business
• Demonstrated project management and financial aptitude. A creative problem-solver with a passion for producing quality deliverables  
• Ability to work independently and as part of a team
• Previous automotive related experience is a plus

Success Metrics:

• Business leadership trusts the data products that have been built to answer the question, "how is my product line performing?"
• Data products are of high quality and meet the needs of business users
• Data presentations are clear, concise, and actionable

Hiring In:

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

Job Description:

This role will be focused on ensuring that our client success teams have the analytical  tools and insights needed to drive best in class performance for our clients and customers. You may be comparing operational performance across programs, diving into a specific client’s financial performance, or working on sizing the impact of proposed investments in process or product updates. You will be expected to blend reactive analytics support to inbound questions with working to build out reporting infrastructure that allows our success teams to be more proactive in identifying opportunities for optimizing client programs. You will need to quickly and efficiently build product knowledge and comprehension of key data definitions to facilitate your work in generating actionable insights for stakeholders. You will become the “go-to” person for insights generation for our internal success teams and be a crucial partner to business teams looking to better understand and improve their lines of business. 

Key Outcomes:

• Build and maintain a suite of dashboards that answer your stakeholder’s most important questions in an easily digestible way
• Develop a deep understanding of our client portfolio and the nuances between segments
• Build strong rapport with your stakeholders such that you become their “one-stop-shop” for understanding their piece of the business

Key Responsibilities:

• Partner with business leaders to understand their needs and develop data products to answer their questions 
• Build and maintain SQL queries to analyze data and generate reports
• Distill insights and communicate them effectively with the proper supporting documentation
• Collaborate with data engineers and other data analysts to ensure that your data products are of high quality and meet the needs of business users

Qualifications:

• 3+ years of experience in a similar analytical role
• Demonstrated success in a prior client or customer success capacity is strongly desired
• Strong technical proficiency in SQL
• Experience with data visualization / BI tools (we use Sigma)
• Excellent communication and presentation skills, with the ability to interact with stakeholders across all levels of the organization
• Motivated to understand the nuances of data and its impact on the business
• Demonstrated project management and financial aptitude. A creative problem-solver with a passion for producing quality deliverables   
• Ability to work independently and as part of a team
• Previous automotive related experience is a plus

Success Metrics:

• Internal and external stakeholders  trust the data products that have been built to answer the question, "how is my program performing?"
• Data products are of high quality and meet the needs of end users
• Data presentations are clear, concise, and actionable

Hiring In:

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

Are you seeking a career that's not just a job, but an opportunity to connect, problem-solve, and make a real impact? Look no further – we're searching for dedicated individuals like you to join our thriving call center talent community. If you're ready to unleash your potential in a fast-paced and rewarding environment, this is the place for you. Best of all, all of our employees enjoy the luxury of working from home!

What You'll Do:

As a member of our call center talent community, you'll be at the forefront of providing top-notch support to our customers. You'll be the problem-solver, the friendly voice on the other end of the line, and the expert who turns challenges into solutions. Whether you're a seasoned pro or new to the world of customer service, you'll have the chance to develop your skills, enhance your communication, and grow within our community.

Why You'll Love It Here:

Dynamic Atmosphere: You'll thrive in an environment where teamwork is celebrated, and your contributions make a real difference in customers' lives all while never having to leave your home! 

Continuous Growth: We're invested in your success. Through training, coaching, and mentoring, you'll have the tools you need to develop both personally and professionally.

Impactful Conversations: Every call is an opportunity. Join us to engage with a diverse range of customers, address their needs, and leave a positive impression that lingers long after the conversation ends.

What We're Looking For:

Whether you've worked in customer service for years or are looking to launch your career, we want to hear from you. If you're empathetic, a great communicator, and excited to contribute to our team, we encourage you to apply.

How to Join:

Are you ready to embark on a fulfilling journey in customer service? To become a part of our call center talent community, simply fill out some information below and get ready to be the voice that matters, the problem-solver that shines, and the customer service champion that we're looking for.

#LI-DNI