What are the responsibilities and job description for the Manager - Strategic Partnership Operations position at American Water Resources LLC?
Job Description
Job Description
Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6 million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and / or harassment.
Position Summary
We're seeking a Manager, Strategic Partnership Operations to join our growing team.
This position assists in the day-to-day account operations of the business with responsibility for partnership management and delivery against partnership account objectives; assists strategic stakeholders in the development & execution of account SLAs and strategies; and assists account operations initiatives for all partners, including onboarding and implementation, billing and technical integrations, and product / program launches.
This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.
Responsibilities include but are not limited to :
- Responsible for interactions with existing partners and error-free communications, including monitoring operations. Recommends optimizing strategies, completing high-quality reporting (wbr, mbr, qbrs), communication and reviews of marketing initiatives, billing, quality, and regulatory compliance.
- Responsible for contract compliance, including service level, quality, customer escalations, and customer satisfaction scores.
- Collaborate with Account Owners and other departments to ensure contract compliance is exceeded. Provides ongoing operational guidance in alignment with annual account strategies.
- Demonstrates the ability to learn and adapt to new problems, organizational agility, strong problem-solving skills, use their time effectively and efficiently, and maintain open lines of communication.
- Serve as project sponsor for partnerships, including setting internal and external expectations, managing timelines, and ensuring cross-functional alignment.
- Serve as one of the primary points of contact in addressing account customer complaints and escalations, proactively driving efforts to mitigate the impact and instituting a control process.
- Provides strong analytical support, delivering timely, accurate performance reports, record reconciliations, and status updates for select partnership accounts.
- Ensure sufficient staffing and needed skill sets to exceed partner expectations.
- Identifies key processes, benchmarks performance, monitors operation, and recommends optimizing strategies, programs, and reports.
- Demonstrates the functional and technical knowledge and skills to do the job at a high level of accomplishment.
We’re Excited If This Is You
Experience and Qualifications of the Role
Computer Skills Needed to Perform the Job
Excel, PowerPoint, and Project.
Education
Bachelor's Degree in Business or Marketing (or relevant experience).
Certificates, Licenses, Registrations
Required : Partnership Operations and Management.
Preferred : Experience in retail warranty or energy business and client relations.
Preferred : Project Management.
Travel Requirements
Occasional traveler (5-20% travel). The incumbent will be required to travel occasionally. Trips may require air travel and overnight stay.
Join our SUPER Team and Enjoy Amazing Benefits!
Competencies
Business Acumen : Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his / her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
Conflict Management : Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
Command Skills : Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.
Communicate Effectively : Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
Decision Quality : Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his / her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Drive For Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional / Technical Skills : Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Ethics and Values : Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he / she preaches.
No external recruiter or agency calls / communication will be accepted. Qualified candidates should apply online.
