Communication Policy & Procedure Lead - Contact Center

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

 

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 office. A regular in-office hybrid model (generally T - Th in office, M & F remote) is required, as our office environment is a key driver of our company culture and employee experience. 


Responsibilities include but are not limited to:  

 

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

 

 
We’re Excited If This Is You

Experience and Qualifications of the Role   

• 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.