Regional Operations Manager

HomeServe is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last three years. What does HomeServe do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at HomeServe, you’re part of a growing global team that’s collectively working to make home repairs and improvements easy. From our businesses in the U.S. and Canada, to those in the U.K., Belgium, France, Japan, Portugal and Spain, we have a shared vision to be the world’s largest, most trusted provider of home repairs and improvements. Our ambition is to do every job, in every home.

Position Overview:

In this highly visible and demanding role the Regional Operations Manager (ROM) will be responsible for managing a world class contractor network to deliver superior customer service on a 24/7 basis for residential plumbing, electrical and HVAC repairs. The ROM will help achieve corporate financial and customer service objectives by effectively managing contractor performance, actively participate in recruiting qualified contractors and training contractors on the “HomeServe Way”. In addition, the ROM will take the lead role in rate negotiation, strategic job cost management and work in conjunction with the contractor recruitment team to ensure proper coverage within their geographic territory to meet or exceed HomeServe quality standards. Furthermore, the ROM as a repair management subject matter expert, will work collaboratively with business development and account management to enhance the HomeServe product line and solidify our affinity partner relationships.

Although the position is home based, it will require frequent travel across the Great Lakes region and will require spending time at our corporate offices located in Chattanooga, TN and Norwalk, CT.

Essential Functions & Responsibilities:

• Manage existing contractor network to ensure superior quality, customer service and cost standards.
• Analyze job repair cost data and implement cost reduction strategies.
• Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience.
• Work with the contractor recruitment and onboarding team to identify, qualify and train new contractors.
• Negotiate and establish competitive repair rates to meet or exceed underwriting targets and financial KPI’s.
• Provide initial and on-going training of contractors.
• Establish a rapport with key contractor personnel at operations and management levels.
• Perform and oversee quality inspections to ensure contractors are performing work to industry standards and all jurisdictional codes.
• Conduct and Lead regular contractor performance review meetings.
• Spearhead contractor round tables to share best practices and obtain feedback on HomeServe USA performance.
• Resolve customer complaints and take the necessary corrective action with contractors to prevent recurrence.
• Act as liaison between the Customer Advocacy Team and Contact Center to deliver quality service.
• Monitor industry related trends for opportunities to improve HomeServe and/or Contractor’s business operations.
• Remain current on national and regional regulatory standards and codes.

Job Requirements:

• Five years of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects.
• BS/BA degree in engineering, construction management or have at least 10 years practical experience.
• Independent self-starter capable of working collaboratively with multiple cross functional organizations.
• Strong ability to analyze data and develop a strategic plan to improve customer satisfaction and control repair costs.
• Outstanding computer experience required. Experienced working with Excel, Word and PowerPoint (Microsoft Office).
• Excellent oral and written communication skills with the ability to communicate effectively at all levels of the organization including the executive level.
• Valid driving license as well as valid U.S. Passport.

In Return, We Offer:

• Competitive compensation
• Career development and advancement opportunities
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Salary Range: $ 100,000- $118,400 USD

Annual Bonus Potential: 20%

HomeServe USA is an equal opportunity employer.

HomeServe USA