Regional Operations Supervisor

Oncourse Home Solutions |

Who We Are  
At Oncourse Home Solutions (OHS), we are a people-centric organization. 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’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. 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’re in this together, to stay on course. That’s what it means to lead like a Super.

As a leader in U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. 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.

We are 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 a Regional Operations Manager (ROM), in this highly visible role the Regional Operations Supervisor (ROS) will share the responsibility for managing a world class contractor network to deliver superior customer service on a 24/7 basis for residential plumbing, electrical and HVAC repairs. The ROS will help achieve corporate, financial, and customer service objectives by effectively managing contractor performance, take action to proactively manage cost, actively participate in recruiting qualified contractors within their assigned geographical region and train contractors on Oncourse procedures and processes.
This position will require some local and out of town travel across the assigned region and at our corporate offices located in Naperville, Illinois and Mt. Laurel, New Jersey.  (Approximately 50% travel or as business needs require)
Essential Functions & Responsibilities
  • Manage existing contractor network to ensure superior quality, customer service and cost standards.
  • Analyze job repair cost data and implement cost reduction strategies.
  • Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience.
  • Work with the contractor recruitment and onboarding team to identify, qualify and train new contractors.
  • Negotiate and establish competitive repair rates to meet or exceed financial KPI’s.
  • Provide on-going training of contractors.
  • Establish a rapport with key contractor personnel at operations and management levels.
  • Perform and oversee quality inspections to ensure contractors are performing work to industry standards and all jurisdictional codes.
  • Conduct regular contractor performance reviews.
We’re Excited if this is you
Experience and Qualifications of the Role
  • 5+ of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects.
  • BS/BA degree preferred in engineering, construction management or have at least 5 years practical experience.
  • Independent self-starter capable of working collaboratively with multiple cross functional organizations.
  • Strong ability to analyze data and develop a strategic plan to improve customer satisfaction and control repair costs.
  • Outstanding computer experience required.  Experienced working with Excel, Word and PowerPoint, Teams (Microsoft Office).
  • Excellent oral and written communication skills with the ability to communicate effectively at all levels of the organization including the partner level.
Education (preferred and or required)
Bachelor’s degree preferred
Certificates, Licenses, Registrations
Valid U.S. Driver’s License
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.
ApproachabilityIs easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
Comfort Around Higher Management – Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can draft approaches likely to be seen as appropriate and positive.
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.
Conflict Management – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
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