Account Operations Associate

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:

The Account Operations Associate is responsible for supporting a defined portfolio of client accounts through consistent service delivery, strategic operational oversight, and reliable execution. Anchored on optimizing operational accuracy, this role ensures timely issue resolution and facilitates smooth renewal cycles. Serving as a key resource for the Account Management, Client Success and Support teams, the Account Operations Associate ensures seamless coordination across departments to deliver responsive service. Additionally, this position focuses on auditing and enhancing internal workflows, driving continuous process improvement for all functions that impact client satisfaction and retention.

Key Outcomes: 

Account and Commercial Management:

• Client Engagement: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities. Own client escalations and questions from intake to resolution, identifying and negotiating solutions with appropriate urgency that deliver top tier service execution and outcomes. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
• Revenue Retention: Assist with implementation activities and ongoing execution of service agreements, identifying potential volume and revenue growth opportunities through client feedback and usage patterns to feed into strategic account strategies.
• Volume Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with Account Managers to share potential growth opportunities to be evaluated for account strategies.

Operations and Financials:

• Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels. Work with Client Success to proactively communicate with clients.
• Financial Health of Accounts: Own billing invoice reviews, audits, credits, and chargebacks to ensure accuracy for clients and maximize revenue for Agero. Strategize payment recovery plans for past-due A/R to ensure positive cash flow. Identify opportunities for improvement to invoicing and credit processes. Act as the liaison between the Account Team and the Finance department.

Reporting, Analytics, and Continuous Improvement:

• Data-Driven Insights: Build and maintain dashboards that track key account health metrics and execute client reporting. Use data analysis tools to provide actionable insights into client behavior to Account Managers and Client success, helping to fine-tune self-service options and optimize client outcomes. Support internal teams with data gathering and analysis for client business reviews.
• Problem Solving: Own complex problem solving and solution identification for client escalations and issues, solve issues/escalations to root cause so they do not return, managing the solution through to completion. Develop aggressive project plans with cross-functional teams to implement solutions.
• Process Improvement: Responsible for auditing workflows & processes to identify opportunities for improvement, synthesize these ideas to make and gain alignment to recommendations from cross-functional teams. This includes optimizing one’s own daily tasks and proactively identifying improvements for interconnected processes that impact the team’s overall success. Partnering with cross functional teams to co-own creating the solution.

Product and Industry Knowledge:

• Product Familiarity: Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates. Serve as an internal resource for Operational, Product, and Support teams.
• Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client configurations are delivering and exceeding contractual requirements.

Skills, Education and Experience:

• 2-4 years of experience in client support, customer service, account operations, or related roles.
• Demonstrated proficiency with SaaS tools and client operations workflows.
• Experience using data tools (e.g., Excel, Google Sheets, or CRM reporting) to track and interpret key metrics.
• Proven ability to interpret daily or weekly reports to highlight areas of improvement or success.
• Effective Communication: Demonstrates a clear, professional communication style with a customer-first mindset, ensuring information is conveyed accurately to both internal and external stakeholders.
• Organizational Agility: Highly organized with strong attention to detail and the ability to manage multiple accounts, conflicting priorities, and administrative tasks effectively.
• Data Fluency & Reporting: Capable of navigating reporting tools to monitor performance, identify patterns, and communicate the practical meaning of data to the team.
• Continuous Process Improvement: Proactively optimizes personal workflows to increase efficiency while identifying and recommending logical improvements to interconnected team processes that impact overall output and collaboration.
• Creative Problem Solving & Resourcefulness: Approaches operational challenges with a solution-oriented mindset, utilizing critical thinking to identify innovative ways to resolve account discrepancies and improve process efficiency.
• Collaborative Partnership: Proactive in identifying issues and opportunities, serving as a dependable partner to internal teams (Sales, Product, Support) to achieve shared goals.
• Operational Acumen: Comfortable working with operational metrics, contract obligations, and data interpretation to ensure compliance and service standards.

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 August 18th, 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$60,000—$70,000 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.