Communication Policy & Procedure Lead - Contact Center Job at Oncourse Home Solu

Overview Oncourse Home Solutions (OHS) is a $500M organization owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.8+ million customers across the U.S. Our mission is to create lasting value for customers and partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to be 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 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 with water / gas / electric utilities and municipalities to offer our product, often adding our subscription fee to the water / gas / electric bill itself. When 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 The Communication Policy and Procedure Lead will oversee and maintain communication platforms, such as training SharePoint and the Knowledge database. Develop and execute communication strategies to provide clear, consistent messaging within an organization, fostering employee engagement and aligning with company goals. Assess the effectiveness of internal communications and policies and procedures through feedback and analytics, adjusting strategies as needed to improve engagement and information dissemination. This role is based in Naperville, IL; a regular in-office hybrid model (generally Tue-Thu in office, Mon and Fri remote) is required, as our office environment is a key driver of our company culture and employee experience.

Job Details Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Marketing, Public Relations, and Writing / Editing

Industries : Consumer Services

Responsibilities Manage communication channels. Oversee and maintain communication platforms, such as training SharePoint and the knowledge base, ensuring content is consistent and engaging.

Create engaging content : Develop explicit, concise, and compelling communication materials, including presentations, articles, and videos, to convey information to employees effectively.

Contribute to process improvement : Identify opportunities to improve training and communication processes, recommending and implementing solutions to enhance efficiency and effectiveness.

Analyze communication effectiveness : Track and analyze the effectiveness of communication strategies and training programs, using data to inform future planning and improvements.

Complete internal reviews for instructional designers and ensure key internal partners appropriately review all learning content before implementation.

Consult on communication content, delivery, risk, and possible and likely consequences for stakeholders.

Qualifications Minimum 2-4 years of proven work experience as a Training Coordinator, Trainer, Instructional Designer, Training Facilitator, or similar role.

Hands-on experience coordinating multiple training events in a corporate setting.

Extensive knowledge of instructional design theory and learning principles.

Experience with e-learning platforms and practices.

Proficient in MS Office and Learning Management Systems (LMS).

Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor).

Advanced organizational skills with the ability to handle multiple assignments.

Excellent communication skills.

Computer Skills Proficiency in Microsoft O365.

LMS (a plus).

Education Bachelor’s degree in business (or equivalent work experience) required.

Certificates, Licenses, Registrations N / A

Compensation & Benefits We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits. The base pay range is $69,870 - $103,400 USD per year. The compensation may include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Competitive Compensation : We value your hard work and are proud of our 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 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 expenses.

Employee Wellness : Access to EAP, health, legal, and financial resources to support your well-being.

Vibrant Company Culture : Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs).

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

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