Vice President, Service Operations

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.

Position Summary

Reporting to the Chief Customer Officer, the Vice President, Service Operations is responsible for the entire lifecycle of claims management for our 1.7 million customers across 43 States. This leader will balance the high standards of customer service at Oncourse while developing and maintaining long-term relationships with our service providers. Through innovation and partnership, the VP, Service Ops will implement cost control measures across the service network that create value for our provider network while leveraging the scale economies of the Oncourse business. This leader will oversee a team of over 100 staff in back office, scheduling, technicians, and provider management to meet customer and safety expectations and organizational goals throughout the field operations claims management process. In addition, they will lead and participate in cross-functional strategic initiatives that seek to optimize new business opportunities and deliver valued products and services to our customers.

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) is required.

Responsibilities include but are not limited to:

• Meeting and achieving all internal and external SLAs including, but not limited to: Time to Restoration, Time to Customer Home, First Visit Resolution, etc.
• Maintaining our 97% CSAT rating post-claims experience through effective field management and utilizing our VoC to make improvements where available
• Supporting our customers by ensuring that we have an expansive and robust provider network that can service our customers quickly and effectively.
• Manage OHS in-house technician business that services x% of our claims. It consists of a team of ~[x] HVAC & Plumbing technicians and a team of ~20 office staff to support the operations.
• Ensuring all safety requirements are adhered to on all of our claims work sites and in our office environments in Naperville, IL, Alton, IL, and Mt. Laurel, NJ.
• P&L goals are achieved which include managing overall servicing and back-office costs and achieving sales targets (equipment installations and out of pocket / not covered work).
• Responsible for developing the product roadmap to enhance service delivery, boost efficiency, and support our efforts towards delivering an exceptional customer experience.
• Produce Weekly, Monthly, and Quarterly business reviews for the claims business to highlight current performance trends vs targets for the business.
• Work with sales, marketing, technology, and operations to test and scale new revenue and product initiatives

Experience and Qualifications of the Role

• Bachelor’s Degree in Business, Finance, or related field strongly preferred, or equivalent work experience.
• 15 years of progressive growth in field operations, preferably in home services, delivering tangible results through innovative thought and superb execution.
• 3 years of direct people management experience with a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
• Deep knowledge of home services, with experience in home warranty industry preferred
• Proven ability to hire, develop, and retain talent.
• Proven track record of successfully developing and executing business strategies and evaluating/measuring impact.
• Experience working with and communicating with cross-functional stakeholders to drive alignment across multiple departments.
• Analytically driven; highly proficient using Excel and modeling.
• A confident problem solver and communicator who is comfortable influencing others.
• An operator; has a bias for action paired with strong business acumen, is financially astute, and detail oriented.
• Proven success in operating within an ambiguous and ever-changing environment.
• Roll up your sleeves mentality; this is a leadership position, but you will still be involved in execution.
• Ability to influence C-level Executives.
• Highly agile and able to prioritize multiple projects and deadlines.

Computer Skills Needed to Perform this Job

• Advanced in Microsoft Excel, Microsoft PowerPoint
• Proficient in a data visualization platform, Looker preferred

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $220,000 - $290,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

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.

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.

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.

Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

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.

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.

Customer Focus - 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.

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.

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.

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 work flow; 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.