Job Details

Who we Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

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 a reasonable commuting distance of Pittsburgh, PA to accommodate required in-state field visits and occasional 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

Experience and Qualifications of the Role

• 3 + years of proven service and/or repair management experience in plumbing/heating/electrical or residential construction projects.
• 3 + years of direct people management experience with a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
• Independent self-starter capable of working collaboratively with multiple cross functional organizations.
• Strong ability to analyze data and develop a strategic plan to improve customer satisfaction and control repair costs.
• Outstanding computer experience required. Experienced working with Excel, Word and PowerPoint, Teams (Microsoft Office).
• Excellent oral and written communication skills with the ability to communicate effectively at all levels of the organization including the partner level.

Computer Skills Needed to Perform this Job

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

Education

• BS/BA degree preferred in engineering, construction management or have at least 5 years practical experience.

Certificates, Licenses, Registrations (Indicate Preferred or Required)

• Valid U.S. Driver's License

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 $78,285 - $103,400 USD Annual. 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 target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Approachability - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Comfort Around Higher Management - Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can draft approaches likely to be seen as appropriate and positive.

Command Skills - Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.

Conflict Management - Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.

Ethics and Values - Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.