Regional Operations Supervisor

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 1.9+ 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  

In this highly visible role, the Regional Operations Supervisor (ROS) will share the responsibility for managing a world class contractor network to deliver superior customer service on a 24/7 basis for residential plumbing, electrical and HVAC repairs. Under the direction of a Regional Operations Manager (ROM), the ROS will help achieve corporate financial and customer service objectives by effectively managing contractor performance, take action to proactively manage cost, actively participate in recruiting qualified contractors within their assigned geographical region and train contractors on Oncourse procedures and processes.  

Although this position is home‑based, the candidate must reside within the region to support required in‑state field visits, as well as periodic travel to our corporate offices in Illinois and New Jersey. (Approximately 20% travel or as business needs require)  

Responsibilities Include But Are Not Limited to:   

• Manage existing contractor networks 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 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 financial KPI’s.    
• Provide ongoing training for 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 regular contractor performance reviews.    
• Resolve customer complaints and take the necessary corrective action with contractors to prevent re-occurrence.    
• Act as a liaison between the Customer Advocacy Team and contractor to deliver quality service.    
• Monitor industry-related trends for opportunities to improve business operations both internally and externally.    
• Remain current on national and regional regulatory standards and codes.    

We're Excited if This is You   

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