Appliance Replacement Director

Appliance Replacement Program Manager

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset - their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more.

We are seeking a dynamic and strategic leader to build and independently manage our Appliance Replacement program from the ground up. This role will be responsible for designing and executing a scalable, customer-centric replacement service that integrates cross-functional teams, contractor networks, and operational systems. The ideal candidate is a problem solver with strong organizational and communication skills, a solid understanding of the appliance trade (and retail sales), a history of owning cross-functional deliverables, and a passion for creating high-impact programs.

Key Responsibilities :

Program Development & Strategy

Scale and build the current Appliance Replacement program out of pilot phase, including focus on designing service workflows, increasing contractor engagement, and enhancing customer experience standards.

Collaborate with internal stakeholders to drive alignment of program goals with broader non-warranty strategy and growth targets.

Cross-Functional Leadership

Unite and motivate partners across Digital, Operations, Marketing, Analytics, and Customer Experience teams to ensure seamless execution and continuous improvement.

Lead cross-functional meetings and working groups to drive alignment and accountability.

Contractor Relations

Build and manage relationships with Contractor Relations, drive engagement, compliance, and performance.

Support contractor recruitment and onboarding efforts, identifying needs for campaigns and digital assets.

Operational Excellence

Run daily operations as the channel owner, being able to jump in and coordinate assistance when necessary and apply quick problem solving.

Provide expert knowledge of the appliance retail space, including major OEM consumer trends, in order to add value and positioning to the replacement products.

Data Analysis & Reporting

Monitor program performance using KPIs such as total revenue, conversion rate, customer satisfaction, and cost efficiency.

Analyze trends to identify insights and opportunities for optimization and growth.

Customer Experience

Ensure high-quality service delivery and timely resolution of customer issues.

Champion initiatives that enhance customer engagement and satisfaction.

Qualifications :

5+ years of experience in operations, program management, or strategy.

Proven ability to lead cross-functional teams and manage complex projects.

Strong analytical skills with experience in data-driven decision-making.

Excellent communication and organizational skills.

Expertise with contractor networks and appliance trade practices and trends.

Experience with service platforms, scheduling tools, and CRM systems is a plus.

Preferred Traits :

Entrepreneurial mindset with a passion for building programs from scratch.

Collaborative leader who thrives in a fast-paced, evolving environment.

Strategic thinker with a bias for action and continuous improvement.