Operations Manager (Contact Center Operations)

Job Description

Job Description

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 key member of the Customer Operations team, the Operations Manager will report to the Sr. Director, Strategy Operations (open role) and will be tasked with developing reporting and analytics to bring insights and optimizations to our contact center and operations, and customer experience organizations. They will use their strong data and analytical skills to establish reporting and information for key stakeholders to determine the strategy for Customer Operations.

Located at our office in Naperville, IL our office, environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to :

• Lead and manage strategic initiatives across Customer Operations, ensuring alignment with business goals.
• Partner with cross-functional teams (Call Center, Product, Tech, Marketing, etc.) to understand Contact Center priorities and impacts to the organization.
• Coordinate across the Contact Center to drive execution and resolve operational challenges.
• Develop and maintain project plans, timelines, and stakeholder communications.
• Monitor KPIs and performance metrics to assess initiative impact and identify improvement opportunities.
• Support process improvement efforts and change management across operational workflows.
• Track and manage action items across multiple projects to ensure timely delivery.

We're Excited if this is You

Experience and Qualifications of the Role

Computer Skills Needed to Perform the Job

Education

Bachelor’s degree or relevant 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 $103,785 - $150,000 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!

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.

Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things after moving on; can comfortably handle risk and uncertainty.

Drives 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.

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

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