Sr. Director, Strategy & Operations

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M 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 Leadership Team, the Sr. Director, Strategy & Operations will report to the Vice President, 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. This individual 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. The ideal candidate for this role is someone who is collaborative (can successfully work in a cross functional environment at all levels) yet decisive with strong people management and leadership capabilities.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities Include But Are Not Limited To

• Develop and implement long-term business strategies to support operational & cost efficiency efforts. This includes identifying strategic priorities and converting them into actionable plans while gaining buy-in across the organization.
• Establish and manage key performance indicators (KPIs) to monitor and evaluate the effectiveness of business strategies.
• Own regular performance reports to Executive team – in the form of weekly and monthly business reviews.
• Lead the team to deliver actionable and insightful analyses to the leadership team that results in clear project plans and initiatives to drive measurable results.
• Lead and mentor team members 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 and correct prioritization with overall business strategies.
• Develop and implement new reporting tools and dashboards, while guiding process documentation and redesign efforts.
• Prioritize and project 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 Of The Role

• 8+ (ideally 10 or more) years of relevant experience with proven track record of Operations, Strategy and/or Analytics.
• 5+ years experience working within or closely with contact/call center or sales teams.
• 5+ 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.
• Ability to lead with influence cross-functionally.
• Excellent analytical and problem-solving skills with a data-driven approach to decision making.
• Proven ability to build and develop a team.
• Strong communication and interpersonal skills, with the ability to influence at all levels of an organization.

Computer Skills Needed To Perform The Job

• Advanced proficiency using MS Excel.
• MS Office Suite (including PowerPoint).
• Data visualization experience using Looker, Tableau, and/or Power BI.

Education

Bachelor’s Degree (or Equivalent Work Experience) Required.

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 $188,020 - $265,440 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.

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