Vice President, Operations

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 create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. 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 : As a thought partner reporting to the Chief Customer Officer and member of the CLT, the Vice President, Operations is a critical role within the organization, responsible for driving operational efficiencies and revenue growth from our largest operating function in the company. With 3-5 direct reports, this role will also be responsible for developing and executing strategic plans aimed at delivering an overall best-in-class customer experience and profitability for Oncourse Home Solutions.

Located at our headquarters in Naperville, IL., our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote unless business needs dictate otherwise) is required.

Responsibilities include but are not limited to :

• While managing a $25M budget, devise and Implement strategies to improve efficiency, sales conversion rates, and customer satisfaction metrics.
• Drive efficiencies in back-office operations through process improvement and automation initiatives.
• Develop strategies to optimize the exception handling process and work cross-functionally to address the root-causes of errors resulting in manual workloads.
• Collaborate with IT, Product and Marketing to create the instrumentation necessary to manage our operational efficiency (eg. Cycle times, turn-around time, accuracy rate, etc.).
• Own and enhance the overall customer experience across all touchpoints within the company by working cross-functionally with our various functional owners.
• Develop and implement comprehensive training and development programs for all levels of staff.
• In collaboration with product, develop the product roadmap for the customer success organization by leveraging cutting-edge technology to improve customer. experience. For example, implementing / optimizing Interactive Voice Assistance (IVA) and self-service options.
• Develop and implement comprehensive training and development programs for all levels of staff.
• Develop and execute strategic plans to meet company goals for revenue growth, customer retention, and operational efficiency.
• Stay abreast of industry trends and emerging technologies to maintain a competitive edge.
• Ensure consistency in service delivery and performance as the company continues to grow.

We’re Excited If This Is You

Experience and Qualifications of the Role :

Computer Skills needed to perform the Job :

Education

Bachelor’s degree or equivalent work experience required.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he / she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

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.

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.

Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Managing Diversity - Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages, and gender; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.

Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him / herself for personal gain.

Leading with Influence - Managing direct and indirect relationships with productive influence not necessarily authority