Senior Manager, Strategy and Operations

Who we Are 

Oncourse Home Solutions (OHS) is a people-centric, $450M 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 1.7+ 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 Senior Manager, Strategy and Operations (Customer Retention Strategy) at Oncourse Home Solutions is tasked with spearheading customer retention initiatives. This role involves leading a Manager of Retention and a Senior Marketing Specialist. Reporting to the Head of Products, Pricing & Retention, the Senior Manager will take ownership of retention metrics and adopt a general manager mindset to drive improvements across all markets and products. Responsibilities include developing comprehensive, multi-channel retention plans for both partner and direct-to-consumer markets. This involves determining the appropriate tactics, offers/incentives, messaging, and operating structure to ensure customer engagement and retention. The role requires enhancing existing strategies and creating new approaches to support Oncourse's customer base growth. Collaboration with Growth, Product/Pricing, Acquisition Marketing, and Contact Center teams is essential to drive cross-functional retention efforts. The Senior Manager will serve as the primary subject matter expert for all retention KPIs by market and product.

This position is responsible for setting strategy, establishing targets, and evaluating performance to achieve retention KPIs. Effective execution of customer messaging and retention campaigns will be supported through cross-functional collaboration.

This role will be based in the Naperville location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required (generally in-office T-TH and remote M & F).

Responsibilities included but not limited to: 

• Develop comprehensive, multi-channel retention plans for partner and direct-to-consumer markets – determining the right tactics, offers/incentives, and messaging to ensure customers remain active.
• Manage and develop early-to-mid career high performing individual contributors.
• Think holistically about the customer experience and identify opportunities to enhance retention before the moment the customer is attempting to cancel.
• Evaluate existing retention strategies and prioritize opportunities for improvement based on impact potential. Work cross-functionally with existing teams to implement, measure, and iterate on enhancements to existing strategies.
• Where needed, identify new retention strategies