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FSL Process Innovation Manager

FSL Process Innovation Manager

AsurionSmyrna, TN, US
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Manager, FSL Operations Support

The Manager of FSL Operations Support will lead the Operations Support Team (OST) in driving innovation, standardization, and continuous improvement across Asurion's Direct Lease (DL) and 3PL Fulfillment Service Locations (FSLs). This role is responsible for identifying and implementing new processes and tools to improve efficiency, accuracy, and scalability across the network while also overseeing the day-to-day execution of OST responsibilities.

Key Responsibilities :

Process Innovation & Continuous Improvement

  • Drive innovation and improvements that deliver sustainable and cost-effective solutions across the FSL network.
  • Analyze new or existing tools and processes through on-site observations and feedback to uncover cost drivers, operational gaps, and improvement opportunities.
  • Design and implement system and workflow enhancements that increase efficiency, accuracy, and scalability.
  • Lead the launch of new programs and tools by partnering with cross-functional teams to pilot, implement, and standardize processes.
  • Identify bottlenecks and develop solutions that streamline operations, reduce errors, and improve execution speed.

OST Leadership & Team Management

  • Manage and develop a team of OST Sr. Analysts accountable for reporting, data analysis, field issue resolution, and operational readouts.
  • Oversee OST travel, scheduling, and site coverage to ensure consistent operational support across FSLs.
  • Report and present insights on operational performance, cost efficiency, compliance, and project status.
  • Drive OST efficiencies that enable the team to deliver high volume and quality of work while sustaining morale.

    • Field Support & Issue Resolution

  • Resolve issues in the field by troubleshooting failure points and aligning with stakeholders.
  • Work closely with FSL Operations leadership and site managers to get alignment, support, and clarity needed to deliver results.
  • Develop a deep understanding of FSL operations and end-to-end processes to identify root causes, assess impact, and ensure effective resolutions.

    • Professional Competencies

  • Proficient in Microsoft Excel, including the use of formulas, pivot tables, and analytics for operational reporting.
  • Experience with Warehouse Management Systems (WMS) and ERP platforms preferred.
  • Demonstrated problem-solving and continuous improvement skills with the ability to lead and influence teams effectively.
  • Strong analytical skills with experience in reporting, data analysis, and KPI tracking.
  • Experience managing teams, including developing talent and building accountability.
  • Ability to balance long-term initiatives with day-to-day operational support needs.
  • Excellent written, verbal, and cross-functional collaboration skills.
  • Highly organized with strong follow-through on tasks and reporting.

    • Requirements

  • Open to travel as required by business needs (approximately 20%).
  • Bachelor's degree in Supply Chain Management or a related field, or 3 years of equivalent professional experience.
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