Director, General Management and 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

Reporting to the Senior Vice President, the Director, General Management and Operations leads cross-functional efforts to develop and execute strategies aimed at optimizing, ensuring operational integrity, and driving revenue growth and value for our partners. The position requires a general manager mindset with strong analytical capabilities, taking ownership of all aspects of business growth & operational initiatives including launching new channels, tracking performance and cross-functional coordination. Success in this role will require a mix of hands-on execution, collaboration, and influencing others to ensure successful financial, operational, and relationship outcomes for our customers and partners.

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

 

Key Responsibilities:

Strategic Leadership & P&L Management

• Develop and execute comprehensive P&L strategies (Revenue and Margin) for assigned partner(s).
• Set performance targets, KPIs, and SLAs aligned with overall business objectives.
• Create and implement cross-functional roadmaps to achieve partner goals and business targets.
• Build structures to ensure accountability for successful delivery of targets in collaboration with the functional leaders.
• Proactively identify operational improvement opportunities to enhance profitability and performance.
• Analyze performance data to make informed decisions that drive business growth.

 

Operational Excellence  

• Lead day-to-day operational execution across assigned business areas.
• Manage cross-functional delivery teams to ensure seamless integration and performance.
• Establish service delivery frameworks and operational playbooks.
• Oversee technical integrations and system performance optimization.
• Resolve operational issues and escalations efficiently.

 

Performance Analytics & Reporting

• Own partner performance dashboards and reporting systems.
• Conduct comprehensive data analysis to