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Director, Customer Solutions Coaching

• Posted 7 days ago • Updated 4 days ago

Full Time

On-site

Fitment

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Job Details

Skills

System Integration Testing
Emerging Technologies
Advanced Analytics
Business Strategy
A/B Testing
Innovation
Science
Management
Training And Development
Data Analysis
Accountability
Fluency
Continuous Improvement
Talent Management
Adult Education
Decision-making
Customer Service
Change Management
Organizational Development
Leadership
Real-time
Workflow
Coaching
Leadership Development
Embedded Systems
Employee Engagement
Artificial Intelligence
Training

Summary

{"description": " Location: Nashville, TN (relocation support available)

The Director of Customer Solutions Coaching will sit within the Coaching team and serve as a strategic individual contributor with the expectation to evolve into people leadership responsible for designing, building, and continuously evolving a modern, technology-enabled leadership development ecosystem for Operations leadership.

This role goes beyond traditional program design, owning a dynamic, data- and AI-informed system that delivers personalized, in-workflow learning and coaching at scale. The Director will combine expertise in leadership development with emerging technologies to strengthen leadership effectiveness, build durable skillsets, and create meaningful opportunities for continued career growth within leaders' current roles.

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

Key Objectives

Build and scale a technology-enabled leadership development ecosystem that delivers practical, role-relevant skill development in the flow of work
Leverage AI and advanced analytics to identify skill gaps, personalize learning journeys, and continuously optimize program effectiveness
Enable Operations leaders to be more effective people leaders and business operators through real-time, embedded coaching and insights
Create clear, adaptive pathways for continuous growth and development within leadership roles
Improve employee experience and retention through stronger, more consistent frontline and mid-level leadership
Modernize leadership development by evaluating, piloting, and scaling innovative digital tools, platforms, and AI-driven solutions

Key Responsibilities

Design, build, and continuously evolve a scalable, tech-enabled leadership development system, aligned to Asurion's business strategy and values
Identify critical leadership skill gaps using data andAI-driven insights, translating them into personalized learning journeys, coaching frameworks, and applied practice
Implement digital and AI-powered solutions (e.g., learning platforms, coaching copilots, workflow-integrated tools) that embed development into leaders' day-to-day work
Establish a test-and-learn approach, using experimentation, rapid iteration, and performance data to continuously improve program impact
Partner closely with Operations, Coaching, HR, and other stakeholders to ensure solutions are practical, adopted in the field, and integrated into existing workflows
Evaluate, select, and manage external vendors and emerging technologies, ensuring the right tools and partners are in place to support scale and innovation
Ensure learning experiences are measurable, outcome-driven, and continuously optimized, tied to leader effectiveness, engagement, and attrition metrics
Develop digital-first tools, playbooks, and enablement resources that are easily accessible and actionable in real time
Act as a thought partner and subject matter expert on the intersection of leadership development, learning science, and technology-enabled enablement
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 scaling modern, tech-enabled leadership development or coaching solutions within large, complex operations
Strong understanding of adult learning principles, coaching methodologies, and behavior change, with the ability to apply them through digital and AI-enabled approaches
Experience leveraging data, analytics, and/or AI tools to inform program design, personalization, and continuous improvement
Proven ability to work cross-functionally and influence senior leaders as an individual contributor
Experience evaluating, implementing, or partnering with learning technologies, digital platforms, or AI-enabled tools
Demonstrated ability and readiness to evolve into a people leadership role over time, with the capacity to lead and develop others as the function grows
Ability to translate strategy into practical, scalable, and technology-enabled 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 & Systems Thinking - Connects leadership development initiatives to business outcomes, designing scalable systems that anticipate future capability needs
Technology & AI Fluency - Understands and applies modern tools, platforms, and AI-driven solutions to enable scalable, personalized learning and coaching
Influence Without Authority - Builds trust and alignment across Operations, Coaching, HR, and senior leaders to drive adoption of new, technology-enabled ways of working
Product Mindset & Execution - Approaches leadership development as an evolving product, using experimentation, iteration, and user feedback to drive continuous improvement
Coaching & Talent Development Expertise - Applies proven coaching methodologies and adult learning principles to drive meaningful behavior change at scale
Change Leadership - Guides leaders through new, digitally enabled ways of working, reinforcing learning through practice, tools, and measurement
Data- & AI-Informed Decision Making - Uses qualitative insights, quantitative data, and AI-driven analysis to continuously refine and optimize development programs

Preferred Qualifications

Prior experience implementing digital or AI-enabled leadership development programs 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)
Exposure to emerging learning technologies, coaching platforms, or AI copilots

What Success Looks Like

Operations leaders demonstrate improved leadership effectiveness and confidence, supported by real-time, in-workflow coaching and insights
A scalable, technology-enabled leadership development ecosystem is embedded across Operations
Learning experiences are personalized, adaptive, and continuously improving through data and AI insights
Measurable improvements in employee engagement and reduced attrition
Strong adoption and sustained usage of digital tools and AI-enabled solutions by leaders

We take care of you (benefits/perks):

Competitive pay and benefits including health, dental, and vision
Retirement savings plan
Paid time off
Continuing education support
Ongoing training to grow your skills

", "salary_raw": "Row(double=None, string=None)"}

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90922487
Position Id: 24141830
Posted 7 days ago

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