Director, Field Operations and Network Services

Who We Are

Oncourse Home Solutions (OHS) is a people-centric 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 1.4+ 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.

We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. 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 they’re 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 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.  OHS 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 Vice President, Field Operations, the Director of Field Operations and Service Network is responsible for managing the field service network activity including, recruiting and service & delivery for ~ 400K customer claims to nearly 1.5m customers across 43 States with over 1,000 service providers. This leader will maintain the high standards of customer service at Oncourse while balancing best in service delivery with cost and cycle tine goals. Through innovation and partnership, the Director will implement standardization across the service network that creates value for our provider network while leveraging the scale economies of the Oncourse business. This leader will also direct a team of more than 20 staff to meet customer expectations along with organizational objectives across the entire lifecycle of service and delivery. In addition, they will lead and participate in cross-functional strategic initiatives that seek to optimize new business opportunities and end-to-end process improvements.

Responsibilities include but are not limited to:  

• Developing and executing a 3 rd party service management protocol that aligns with organizational objectives. Responsible for strategy formation, prioritization, and ultimately gaining buy-in from executive leadership team
• Ensure key processes across the service and delivery lifecycle are documented, can be measured and have key accountable leaders focused on impactful results.
• Working cross-functionally with sales, marketing, technology and operations to test and ultimately scale new revenue & new product initiatives.
• Successfully build, manage and retain a high performing team 
• Works with the tech and BI teams on data and system and process upgrades / improvements
• Executing on an annual budget in excess of $100 million. Develop action plans and accountabilities to meet saving goal and quality and cycle time objective.
• Keen negotiating and market optimization skills as it relates to the home service trades and market conditions.
• Researches and brings best practices to bear as it relates to service & delivery, recruitment, rate negotiations and market optimization.
• Leverage technology and industry best practices to continue refining our service delivery while growing customer lifetime value (CLTV) through improved retention of our products, controlling costs and earning.
• Demonstrate a commitment to OHS core values and behaviors.
  
  

This role requires 40% - 50%, with 1 week onsite in our Naperville IL .

We're Excited if This is You

Experience And Qualifications Of The Role

• 10 plus years managing field relates service; plumbing, HVAC, appliance vendors or technicians
• Experience managing rate negotiations and field related KPI’s around cost, quality and cycle time
  
  

Computer Skills Needed to Perform the Job  

• Proficiency in Microsoft O365
• Office Suite  
• Excel  
• Data query and analytical tools  
  
  

Education

Bachelor’s degree in Business, Economics, Trade Services (or relevant experience)

Certificates, Licenses, Registrations

NA

Competencies

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.

Priority Setting: 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.

Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.

Intellectual Horsepower: Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

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 communication.