Regional Operations Manager

Who We AreOncourse 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 The Regional Operations Manager (ROM) role will be responsible for managing and maintaining our cost, quality, cycle time, and customer-facing standards. This includes ensuring that all providers stay within the acceptable SLA range. In addition, the ROM will be responsible for the service and delivery of $40M in claims cost and 170K service events in six states annually. Finally, the ROM will be responsible for meeting client expectations of over 6 of our key B2B partners.This is a remote position and requires 30-50% travel to meet key providers, job sites, and for periodic trips to our headquarters in Naperville, IL for business planning. Responsibilities Include But Are Not Limited to:Manage the existing provider network – 150 plus providers. Liaison between the provider network and the client partnership team. Provide ongoing coaching and training to the provider network regarding the program features. Conduct regular performance evaluations with the network – Service, CSAT and efficiency based. Resolve field-based customer complaints and work with the OHS escalations team. Travel 30-50% of the time to meet key providers and job sites and periodic trips to Naperville for business planning purposes as required. We're Excited if This is YouExperience and Qualifications of the Role5-7 years of repair or home services management experience. Ability to analyze data and set action plans to achieve company goals. Strong oral and written communications skills with emphasis on negotiation and collaboration. Computer literate with strong MS Office skills. Valid Driver’s license. Computer Skills Needed to Perform this JobProficient PC skills including Microsoft Office tools (Excel, Word, Outlook). Able to learn and maneuver different software systems uses to perform daily jobs.EducationBachelor’s degree or 5 years of equivalent work experience (required).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 $110,670 - $166,400 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.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.CompetenciesListening - Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. 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. Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up after finishing, especially in the face of resistance or setbacks. 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.No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.

Salary : $110,670 - $166,400