Manager - Emergency Claims

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $450M 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 1.7 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 protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). 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 and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Certain roles have the opportunity to earn generous commissions or performance-based bonuses, ensuring your hard work and success are recognized and rewarded.

Position Summary

We're seeking a Manager - Emergency Claims to join our growing team.

The Manager of Emergency Claims is responsible for managing a national network of home service providers supporting home warranty claims in excess of $100M annually. Responsible for the development and management of the emergency claims function, this role is critical to delivering a customer experience worthy of our brand. The manager is responsible for spearheading the implementation of emergency claims, Provider Relations, Service Management and Provider Authorization functions in support of our growing business. As a change leader, the manager will proactively identify opportunities to improve business performance and lead a team through operational transformation. This position requires an individual who understands how to get things done making critical business decisions through influence and leveraging analytical, leadership, and communication skills to deliver innovative operational solutions.

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:

Service Management

• Provide strategic operational leadership supporting the management of roughly 7K service orders per month.
• Ensure service order completion within company safety standards, per client service level agreements and with high levels of customer satisfaction.
• Develop policies, standards and guidelines that support uniform use of service order management technology and performance management criteria across the provider network.
• Spearhead initiatives that engage, support, train and coach providers on standardized use of service order management technology.
• Enable business strategies to increase adoption and utilization of service order management technology across the national network.
• Champion initiatives supporting the enhancement of service order management technology.
• Ensure delivery of provider level reports in support of defined provider performance management processes.
• Develop, implement, manage and improve the SLA’s required to drive our customer journey expectations.
• Cycle Time (% complete day 1, 2, 3…), Avg time to complete, % within SLA by partner, provider scorecard (time to accept/schedule/arrive/complete), time to work dispatching queues, same day service KPI’s etc.

Operations Strategy

• Lead the development of a culture of continuous improvement. Coach and mentor staff to improve operational efficiency and effectiveness.
• Define and deliver operational reporting capabilities that provide insight into operational performance (provider, service SLA’s, severity, customer).
• Develop exception processing capabilities that support effective management of emergency and escalated customer issues across provider operations functions.
• Re-Define with leadership the SLA expectations for the business to meet current vision of claims results based upon strong analytical conclusions of dispatching and claims datasets.
• Identify and improve friction points within partner organization that are barriers for excellence in claims delivery.

Emergency Specialist

• Lead the development of a team of emergency specialists that act as the single point of contact for assigned network providers.
• Drive a culture of Claims ownership that emphasis quality, expediency and outcome.
• Enable the development of programs that support provider orientation, on-demand learning, communication and engagement.
• Develop performance management capabilities that enable continuous feedback loops and serve as the foundation provider ratings and rankings.
• Lead the development of standard operating procedures to enable consistent service delivery across provider specialists.
• Implement policies that ensure consistency in provider accountability and adherence to departmental standards.

Provider Authorization

• Lead the ongoing development of policies, processes and standards that ensure provider work estimates are based on fair market value.

We’re Excited If This Is You

Experience and Qualifications of the Role

• Proven strategic and tactical planning with advanced problem-solving skills.
• Strong decision making and analytical skills to utilize data effectively to drive actions.
• Ability to successfully navigate and lead through ambiguous situations.
• Detail orientated with strong organizational skills and the ability to adapt to changing priorities.
• Excellent relationship building skills working across organization boundaries building alignment to drive results with strong and effective verbal and written communication skills with the ability to effectively influence others.
• Effective Project Management skills with the ability to grasp the bigger picture, develop processes and lead teams to achieve desired results.
• Self-starter, creative problem solver, persuasive, thorough, and strong team player.
• Excel at delivering business improvements, developing business processes.
• Experience business requirements that support technology enhancement.
• High degree of resilience with the ability to adapt to changing priorities.
• This role must be able to work after hours and weekends.
• Required: 5 years managing moderately sized groups for operations, projects, field and support functions.
• Preferred: Home services trades and warranty business experience.
• Alternative industries/experiences: 24/7/365 business, logistics, supply chain operations, dispatching.

Computer Skills Needed to Perform the Job

• Proficiency in Microsoft O365.

Education
Associate's degree or equivalent work experience required.



Certificates, Licenses, Registrations
N/A

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Customer Focused: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

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.

Organizing: Can marshall resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Problem Solving: Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.