Senior Manager - Field 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

The Field Operations Senior Manager will oversee and manage 3 ROM’s and their respective markets. The FOSM will also oversee one major market directly, a total of $70m in contractor spend. Additionally, the Senior Manager will oversee and ensure the regions under their management are compliant with all partner SLA’s and KPI’s. 

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. 

Responsibilities include but are not limited to: 

• Manage 70M in contractor spend. 
• AJC management. Ensures all markets are at or below budget. 
• Manage ROM’s and direct reports. 
• Weekly team and one on one meetings. 
• Oversee the training and management of new contractors/markets. 
• Monthly site visits in reporting ROM’s regions. 
• Quarterly visits to Naperville with management team. 
• Compliance of all SLA’s and KPI’s. 
• Risk-mitigate and support the field team for all complaints and hardships. 
• Quarterly visits to Naperville to meet with management team.  

 

We're Excited if this is You!

Experience and Qualifications of the Role:

• 5+ years of contractor management experience. 

• 3-5 years of people management experience. 

 

Computer Skills Needed to Perform the Job:

• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).  
• Able to learn and maneuver different software systems used to perform daily tasks.  

 

Education:

• Bachelor’s degree or 6+ years relevant, industry experience required.

 

Certificates, Licenses, Registrations:   

• N/A

 

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $121,380 - $172,600 USD Yearly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission t