Experienced leader to streamline oversight of critical functions to optimize end-to-end roadside assistance services
MEDFORD, Mass. – Dec. 12, 2018 – Agero, Inc., a market leader in software-enabled driver assistance services for automotive manufacturers and insurance providers in North America, has announced George Horvat as Chief Operations Officer, responsible for end-to-end operations of Network and Contact Center functions, including management of a national ecosystem of thousands of service providers delivering world-class service to more than 115 million vehicles in the U.S. George is based at Agero corporate headquarters in Medford, Mass., and reports to Chief Executive Officer Dave Ferrick.
In his new role, George leads Agero’s journey towards operational excellence, focused on continued strategic alignment of enterprise vision and translating it into actionable operational processes and bottom line results. As part of this, George’s role will combine oversight for Agero’s Service Provider Network and Contact Center lines of business, ensuring collaboration across the full roadside service lifecycle – from a driver’s initial touchpoint with associates at Agero’s five fully redundant call centers, through to their on-site service provider engagement.
By empowering the Network and Contact Center functions with critical resources and support, George will enable Agero to consistently meet and exceed drivers’ expectations in their moments of need, build stronger relationships with service providers and help clients increase customer loyalty and retention.
“At Agero, the success of our Network and our Contact Center operations are closely intertwined – a strong network increases our ability to take care of our end-customers, and a strong contact center organization helps our service providers do the same. Bringing these two groups under one leader responsible for end-to-end operations is critical to delivering exceptional service,” said Dave Ferrick, Agero CEO. “With his strong collaboration, change management, and innovation skills, George will be the leading force in motivating and aligning our large and diverse teams to continue our mission of transforming the entire driving experience through an unmatched combination of innovative technology, intelligent operations and human-powered solutions.”
George brings over 25 years of Fortune 500 experience as a results-driven executive in manufacturing, quality and maintenance, with exceptional accomplishments in strategic planning, lean optimization, M&As, P&L, price/cost management and sales and marketing.
Prior to joining Agero, George was a North American director at Wayfair, responsible for large parcel home delivery network and operations. Before this, he held various operational leadership roles at Vistaprint and its parent company Cimpress, including leading manufacturing and supply chain operations across multiple locations in the U.S. and Europe. Until 2013, George was vice president at TRMI, an automotive switch supplier. George is a graduate of Youngstown State University, where he earned a Bachelor of Science degree in Electrical Engineering.
Agero’s mission is to safeguard consumers on the road through a unique combination of platform intelligence and human powered solutions, strengthening our clients’ relationships with their drivers. We are a leading provider of driving solutions, including roadside assistance, accident management, consumer affairs and telematics. The company protects 115 million vehicles in partnership with leading automobile manufacturers, insurance carriers and other diversified clients. Managing one of the largest national networks of service providers, Agero responds to more than 12 million requests annually for assistance. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com and follow on Twitter @AgeroNews.