Device Protection Manager

Consumer Cellular is one of the most established operators of cellular phone service in the U.S. As a disruptor in the wireless space, Consumer Cellular has been offering simple, affordable, no-contract plans and phones primarily to adults 50+ for over 25 years.

Consumer Cellular is looking to bolster its Device Protection program and build out a dedicated team focused on driving performance. We are looking for individuals who are passionate and excited to be a part of a new team and disciple and are excited to drive performance for the business.

Responsibilities

• Manage weekly performance reporting to identify tactical opportunities to drive attach rate of device protection program
• Drive device protection attach rate via internal telesales, website, 3rd party retail relationships (Target and Walmart), and Company-owned retail locations
  • Collaborate with Internal Sales leadership and team supervisors to identify coaching opportunities for lower-performing agents
  • Collaborate with National Retail leadership to identify underperforming locations in national retail footprint and work with Retail team to drive attach rate
• Track service levels for repair and replacement service and hold partners accountable
• Track device protection feature and customer churn and identify mitigation strategies
• Identify roadmap of additional products and features to be offered / bundled with Device Protection
• Track and report on competitor’s device protection & insurance offerings
• Collaborate with Customer Care team to resolve customer issues / escalations regarding Device Protection coverage

Qualifications

• Bachelor’s degree or equivalent
• 3+ years in Device Protection / Insurance space for a major cellular carrier. Experience partnering with a major provider (e.g., Asurion, Assurant, SquareTrade, etc.) a plus
• Self-starter excited to build internal capabilities from scratch
• Ability to synthesize and report performance at the operating and executive level
• Ability to collaborate with and influence teams cross-departmentally
• Willingness to travel to call center locations to work with internal sales teams
• Strong Microsoft Office skills. Power BI experience a plus