COMPANY OVERVIEW

HomeServe USA Corp is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What does HomeServe USA Corp do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

Position Overview:

The Implementation Supervisor plays a key role in driving the success of our Implementation Department. This role requires an independent leader with excellent communication skills, as well as a unique blend of technical and business expertise. The Implementation Supervisor is responsible for driving projects, improving processes, promoting collaboration to enhance the business/customer/agent experience, and ensuring efficient and effective handling of all issues within the Enrollments, Billing, and Implementation teams. The ideal candidate for this role should possess a passion for leadership and a commitment to excellence.

Key Responsibilities:

• Triage Process Management:
• The Implementation Supervisor owns the triage process for the Enrollments, Billing, and Implementation teams, ensuring efficient and effective handling of all issues.
• Process Improvement and Change Management:
• Identify areas for process simplification and initiate improvements to drive efficiency, quality, and accuracy. Lead change within the organization by influencing and motivating the team.
• Leadership and Mentorship:
• Serve as a mentor and leader, developing managerial and employee relation skills among staff. Champion best-in-class standards for quality and productivity at every level of the operation.
• Strategic Planning and Problem Solving:
• Anticipate trends and actively contribute to strategic planning within the department. Proactively identify solutions to prevent future issues.
• Project and Initiative Management:
• Manage projects to meet business objectives, ensuring timely and successful completion. Lead or participate in company-wide initiatives and cross-functional projects related to enrollments and back-office operations.
• User Acceptance Testing:
• Prioritize enhancements and initiatives for enrollment and operations teams. Establish and perform test cases for various system and business initiatives. Pursue solutions for UAT roadblocks. Maintain a record of UAT sign-off. Maintain detailed records/SOPs of testing processes, procedures expected of the team, and ad-hoc requests.
• Problem Solving and Contingency Planning:
• Identify potential roadblocks for projects and initiatives and communicate them clearly. Propose contingency plans to your team and other managers.
• Quality Program Development:

• Partner with Operations leadership to establish and implement best practices. Develop and maintain a quality program to measure performance for various Operations processes, including enrollments, third-party vendor services, and payment processing.

• Billing and Finance Coordination:

• Work closely with the billing team to ensure all payments are processed accurately and financial records are balanced at the end of the month.

• Communication:
• Coordinate various project and enhancement communications. Create effective communication methods for Triage, agent training, and enhancements and coordinate timing with various business owners. Assist with ad hoc communication requests from business owners to effectively drive successful processes. Utilize communication tools such as SAS pop-ups, Ensura pop-ups, mass CMS notes, mass emails, and Snap Comm to drive success. Hold bi-weekly meetings with various teams across the Chattanooga location to provide updates on all projects, Triage concerns, enhancement/IT releases, automation updates, etc.

Job Requirements:

• Relevant college degree or equivalent experience, preferably in Business Operations, Project Management, Information Technology or a related field.
• Minimum of 5 years of experience in a related role, with at least 2 years in a supervisory or management position.

• Proven track record of driving process improvements and managing projects.
• Ability to look ahead, anticipate trends, and contribute to strategic planning.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Must be able to build and maintain professional relationships during a highly stressful and fast-paced environment.
• Strong organizational and time management skills.
• Must demonstrate strong communication/negotiation skills both verbally and written.
• Proficient with computer applications including Word, Excel, Outlook and PowerPoint
• Ability to work independently and manage multiple priorities in a fast-paced environment.

HomeServe is an equal opportunity employer