Senior Manager , Strategy & Operations

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.

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).

Position Summary

The Senior Manager, Strategy & Operations role will partner with the Chief Customer Officer to develop strategies to improve operational efficiencies in our contact center, customer operations, and customer experience organizations. They will use their strong data and analytical skills to identify opportunities, develop plans to capitalize on them, and put in the place the instrumentation to maintain the benefits.

Responsibilities

• Develop and execute strategic plans to drive growth, profitability, and operational excellence
• Deliver insightful analyses to the leadership team that monitors the business and provides visibility into opportunities for growth
• Lead the development and implementation of new processes and assist in the launch of cross-functional initiatives
• Manage complex projects and initiatives across the organization
• Partner with cross-functional teams to ensure alignment and execution of strategic objectives
• Monitor and evaluate the performance of strategic initiatives
• Identify and mitigate opportunities for the business
• Stay up-to-date on industry trends and best practices
  
  

Experience And Qualifications Of The Role

• 5+ years of experience with proven track record of strategy development and execution
• Strong project management skills
• Strong excel and data analysis skills
• Excellent communication skills
• Ability to work independently and as part of a team
• Ability to think strategically and develop innovative solutions – come to the table with problems AND solutions
  
  

Computer Skills Needed To Perform The Job

Proficiency in Microsoft O365 

Advanced in Microsoft Excel

Education

Bachelor’s degree (or relevant experience)

Competencies

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.

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

Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Perspective - Looks toward the broadest possible view of an issue/challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future.

Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.