Director, Customer Solutions Coaching

The Director of Customer Solutions Coaching will sit within the Coaching team and serve as a strategic individual contributor responsible for designing and implementing a comprehensive learning and development program for Operations leadership. This role is critical to strengthening leadership effectiveness, building durable skillsets, and creating meaningful opportunities for continued career growth within leaders’ current roles. 

The program developed by this role will directly support Asurion’s goals of improving leader capability, increasing engagement, and reducing employee attrition across Operations. 

Key Objectives 

• Build and implement a scalable leadership development program focused on practical, role-relevant skill development 

• Enable Operations leaders to be more effective people leaders and business operators 

• Create clear pathways for continuous growth and development within leadership roles 

• Improve employee experience and retention through stronger frontline and mid-level leadership 

Key Responsibilities 

• Design, implement, and continuously improve a learning and development program for Operations leadership, aligned to Asurion’s business strategy and values 

• Identify critical leadership skill gaps and translate them into structured learning journeys, coaching frameworks, and applied practice 

• Partner closely with Operations, Coaching, HR, and other stakeholders to ensure the program is relevant, practical, and adopted in the field 

• Manage and collaborate with third-party partners (e.g., consulting firms or learning vendors) to support program design and implementation 

• Ensure learning experiences are measurable, outcome-driven, and tied to leader effectiveness, engagement, and attrition metrics 

• Develop tools, playbooks, and coaching resources that leaders can apply directly in their day-to-day roles 

• Act as a thought partner and subject matter expert on coaching, leadership development, and adult learning best practices 

• Influence without direct authority, driving alignment and adoption across cross-functional teams 

Required Qualifications 

• 8+ years of experience in coaching, leadership development, learning & development, or a related field 

• Demonstrated experience designing and implementing leadership development or coaching programs, preferably within large, complex operations 

• Strong understanding of adult learning principles, coaching methodologies, and behavior change 

• Proven ability to work cross-functionally and influence senior leaders as an individual contributor 

• Experience partnering with and managing third-party vendors or consultants 

• Ability to translate strategy into practical, scalable solutions 

Key Competencies 

• Ensures Accountability – Sets clear expectations, establishes measurable outcomes, and holds self and others accountable for delivering results that improve leader effectiveness and employee experience. 

• Strategic Thinking – Connects leadership development initiatives to business outcomes, anticipating future capability needs across Operations. 

• Influence Without Authority – Builds trust and alignment across Operations, Coaching, HR, and senior leaders to drive adoption of programs without direct reporting relationships. 

• Program Ownership & Execution – Translates vision into structured, scalable programs and sees initiatives through from design to sustained implementation. 

• Coaching & Talent Development Expertise – Applies proven coaching methodologies and adult learning principles to drive meaningful behavior change. 

• Change Leadership – Guides leaders through new ways of working, reinforcing learning through practice, reinforcement, and measurement. 

• Data-Informed Decision Making – Uses qualitative and quantitative insights (e.g., engagement, attrition, performance metrics) to refine and evolve development programs. 

Preferred Qualifications 

• Prior experience implementing a leadership development program at scale 

• Experience in customer operations, contact centers, or frontline leadership environments 

• Familiarity with change management and organizational transformation efforts 

• Experience working with external consulting or learning firms (e.g., Bain or similar) 

What Success Looks Like 

• Operations leaders demonstrate improved leadership effectiveness and confidence 

• Clear, consistent leadership skill development pathways exist across Operations 

• Measurable improvements in employee engagement and reduced attrition 

• Strong adoption and positive feedback from leaders participating in the program