Manager, Management

Position: Performance Manager
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

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:

The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network zone. Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus. Performs root cause analysis to identify underperforming 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 zone roles and creates action plans to improve CSI and reduce claims expense.
• Coach service providers on overall performance within the assigned zone (this zone supports providers) .
• Communicates product and process changes to individual providers.
• Builds and maintains positive relationships with clients, OEM dealers, insurance agents, and service providers while providing enhanced service level performance.
• Coordinates and completes targeted proactive analyses for managing network performance.

Skills,

Education and Experience:

• 2-4 years of related supplier or asset management and/or procurement related experience.
• Able to work PST hours to support west coast service providers
• Previous service experience in service delivery is a plus.
• Strong analytical, communication and relationship building skills are a requirement
• Flexibility and up to 20% travel required
• Service Oriented nternal Customer Service
• Decision Making
• Problem Solving
• Focus on Results
• Resiliency Conflict Resolution

Hiring In:

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

The anticipated closing date to submit applications for this role is November 10th, 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,…