About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.

Role Description and Mission:

Agero is expanding its Operational Excellence team and is looking for a Manager to help establish and scale our Continuous Improvement (CI) framework

The Operational Excellence Manager will be responsible for identifying, executing, and sustaining high-impact initiatives across multiple lines of business. You will focus on delivering measurable service quality improvements and optimizing unit economics by addressing root causes rather than symptoms.

As a practitioner of data-driven problem solving, you will separate signal from noise to identify high-value opportunities. Your success will depend on your ability to lead cross-functional teams and build support for CI tools in an environment where these practices are not fully mature. We are looking for a leader who can operate autonomously, influence without direct authority, and communicate effectively with stakeholders ranging from front-line agents to senior executives. If you are a certified Black Belt who thrives on building process foundations from the ground up, this role offers the opportunity to drive significant operational change within a high-volume, low margin service organization.

Key Outcomes:

Improve quality of our service delivery, as measured by reduction in key defect metrics
Improve financial performance and product unit economics and reduce cost to serve
Deliver service quality improvements and operational cost reductions through leveraging Lean and Six Sigma principles and a hypothesis-driven approach to separate signal from noise to identify high impact opportunities and solve to root cause
Develop data-driven recommendations and share cross-functional leaders in a way that is compelling, drives action and alignment, and delivers results maximizing value across products
Consider and implement a range of technology, process, and people solutions to address improvement opportunities in partnership with our digital product, engineering, and operations teams
Communicate effectively up and down within the organization, from our front-line agents to our senior executive team
Influence collaboration and action without direct authority over cross-functional teams
Drive a culture of Operational Excellence / Continuous Improvement through teaching and coaching the use of tools to our Development, Operations, and back office teams. Build a culture of Operational Excellence broadly across functions

Skills, Education and Experience:

EDUCATION: Bachelor’s degree required, industrial engineering or process engineering strongly preferred. Lean Six Sigma Black Belt certification required.

EXPERIENCE: 5-7 years of experience delivering results from Operational Excellence / Continuous Improvement initiatives, experience in high volume, low margin industries preferred.

ROLE BASED COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES):

Familiarity with Human Factors Engineering preferred
Demonstrated success in deploying an Operational Excellence/Continuous Improvement transformation within an organization early in the CI/Lean maturity curve
Strong business acumen with ability to connect the impact of projects and actions to business outcomes
History of delivering results in process improvement and process reengineering (be prepared to speak to specific examples)
Expertise in teaching continuous improvement methodologies (DMAIC, SIPOC, VOC, process mapping, value stream mapping, 5 Whys, etc) through workshops and execution of initiatives
Excellent data and business analysis skills, able to complete detailed evaluations of structured and unstructured data to glean insights and drive improvements
Strong problem solving, project management, and communication skills with ability to make compelling recommendations to cross-functional leaders that balance business objectives, constraints and risks
Capable of thriving under minimal supervision, bringing recommendations for future projects / investigations to Director of Operational Excellence and functional leaders without being specifically asked to do so
Ability to build systems that are easily workable for teams and sustain improvement initiatives

**Please note: This role will require 20-30% domestic travel to clients

Hiring In:

United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New York State, New Mexico, North Carolina, Tennessee, Virginia

The anticipated closing date to submit applications for this role is March 23, 2026. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

National Pay Range

$100,000—$130,000 USD

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
Family Support: Parental planning benefits to assist associates through life’s milestones.
Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.

*Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.

*It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Operational Excellence Manager

AI overview

About Agero: