Senior Manager - Strategy and Operations

Job Description

Job Description

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 2 million customers across 43 states. We partner with 25+ 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

Reporting to the Vice President of General Management and Operations, the Senior Manager, Strategy and Operations leads cross-functional efforts to develop and execute strategies aimed at optimizing, ensuring operational integrity, and driving revenue growth and value for our partners. The position requires a general manager mindset with strong analytical capabilities, taking ownership of all aspects of business growth & operational initiatives including launching new channels, tracking performance and cross-functional coordination. Success in this role will require a mix of hands-on execution, collaboration, and influencing others to ensure successful financial, operational, and relationship outcomes for our customers and partners.

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:

Strategic Leadership & P&L Management

• Develop and execute comprehensive P&L strategies (Revenue and Margin) for assigned partner(s).
• Set performance targets, KPIs, and SLAs aligned with overall business objectives.
• Create and implement cross-functional roadmaps to achieve partner goals and business targets.
• Build structures to ensure accountability for successful delivery of targets in collaboration with the functional leaders.
• Proactively identify operational improvement opportunities to enhance profitability and performance.
• Analyze performance data to make informed decisions that drive business growth.

Operational Excellence

• Lead day-to-day operational execution across assigned business areas.
• Manage cross-functional delivery teams to ensure seamless integration and performance.
• Establish service delivery frameworks and operational playbooks.
• Oversee technical integrations and system performance optimization.
• Resolve operational issues and escalations efficiently.

Performance Analytics & Reporting

• Own partner performance dashboards and reporting systems.
• Conduct comprehensive data analysis to identify trends and insights.
• Develop and track growth & operational metrics to measure business performance.
• Create executive-level performance summaries and business reviews.
• Translate analytical insights into actionable business improvements.

Cross-Functional Leadership

• Lead operational meetings across BD, Marketing, Product & Pricing Customer Care, Claims, IT, and Product teams.
• Drive functional initiatives to ensure alignment with business goals.
• Build consensus internally for solutions to enhance market penetration through technology, marketing, and service capabilities.
• Manage internal stakeholder relationships to ensure aligned execution.
• Influence and lead cross-functionally to enhance customer & partner experience.

Partner Operations Management

• Determines goals for partner touchpoints in collaboration with other groups.
• Define Partner growth targets & levers to unlock internally and externally.
• Support Partner QBRs with operational insights and performance data.
• Lead operational aspects of partner meetings and reviews.
• Present technical updates and operational roadmaps to partners.
• Document and track partner related commitments and deliverables.
• Maintain operational point-of-contact relationships with partners. 

We're Excited if this is You!

Experience and Qualifications of the Role:

• Bachelor’s Degree in Business, Engineering, Finance, Economics, or related field or equivalent experience required.
• Minimum 5 years (ideally 6) of relevant Strategy, Operations and/or General Management experience.
• Consulting experience and/or start-up experience is a plus.
• Proven track record of successfully developing and executing business strategies and evaluating/measuring impact.
• Can operate independently - a confident problem solver and communicator who is comfortable influencing others, including peers and senior level colleagues.
• Strong business acumen, analytically driven, and detail oriented.
• Roll up your sleeves mentality.
• Highly agile.

Education:

• Bachelor’s Degree in Business, Engineering, Finance, Economics, or related field or equivalent experience required.

Certificates, Licenses, Registrations:

• Proficiency in Microsoft O365
• Looker or other similar BI tools

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 $120,000 - $180,000 USD Annually. 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 :

Intellectual Horsepower: Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Problem Solving: Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

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.

Interpersonal Savvy: Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things after moving on; can comfortably handle risk and uncertainty.