Senior Manager, Strategy & Operations

Job Description

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 1.8+ 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

As a member of the Customer Operations team, the Senior Manager, Strategy & Operations will report to the VP, Customer Operations and will be tasked with developing and implementing strategies to improve operational efficiencies while improving customer experience and sales conversion in our customer operations center. They will use strong data and analytical skills to identify opportunities and coordinate with Product, Tech and other Stakeholders to gain buy-in and implement projects.

Located at our office in Naperville, IL - our office environment is a key driver of our company culture and employee experience. A regular in-office HYBRID model is required (generally in office Tues/Wed/Thurs. and remote M & F).

Responsibilities include but are not limited to:

Deliver insightful analyses to the leadership team that monitors the business and provides visibility into opportunities for growth.

Assist leadership with developing and implementing long-term business strategies to support operational & cost efficiency efforts. This includes identifying strategic priorities and converting them into actionable plans.

Manage complex projects and initiatives across the organization.

Monitor and evaluate the performance of strategic initiatives.

Establish and manage key performance indicators (KPIs) to monitor and evaluate the effectiveness of business strategies.

Own regular performance reports to senior management – in the form of weekly and monthly business reviews.

Lead & mentor analysts to evaluate customer operations performance focusing on cost optimization, sales conversion and customer experience.

Work closely with various departments such as Claims, Marketing, Finance, IT, and BI to ensure alignment with overall business strategies.

Develop and implement new reporting tools and dashboards, while guiding process documentation and redesign efforts.

Track and manage action items across various projects to ensure timely completion and alignment with organizational goals.

We’re Excited If This Is You

Experience and Qualifications for the Role

5+ years of experience with proven track record of analytics and/or strategy development

2-3 years of experience using data analysis tools (SQL Server, Tableau), data query reporting, in addition, intermediate to advanced skills in Microsoft Excel is required.

Minimum of 3+ years as a Strategy Analyst, Financial Analyst, or financial reporting, planning and analysis.

Experience with data visualization tools such as Tableau or Microsoft Power Bi.

Strong analytical and problem-solving skills with ability to think creatively.

Preferred min 2 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 strongly preferred.

Ability to function independently and efficiently in carrying out assigned tasks of interpreting large amounts of data to accurately identify business needs, delivering recommendations for different audiences into digestible material.

Self-starter with the ability to multitask and work effectively in a dynamic environment with fluctuating workload and aggressive timelines while promptly delivering timely and accurate analysis.

Exceptional strategic acumen, problem-solving skills, analytical capabilities, and instill trust through honesty, integrity, and authenticity.

Able to be accountable for making good and timely decisions that keep the organization moving forward.

Effective Project Management skills with the ability to grasp the bigger picture and develop processes to achieve desired results.

Computer Skills Needed to Perform the Job

Advanced in Microsoft Excel.

Strong Microsoft Office skills (Excel, PowerPoint, Outlook).

Able to learn and maneuver different software systems and data platforms to perform daily jobs.

BI database experience, Looker, Tableau. etc.

Education

Bachelor’s degree or equivalent work experience.

Certificates, Licenses, Registrations

N/A

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 $115,000 - $165,000 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.

Competencies

Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

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.

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

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.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Presentation Skills: Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both cool data and controversial topics; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working.

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

Full-time

Hybrid remote