Position Overview:The Regional Operations Manager (ROM) plays a pivotal role in overseeing a high-performing contractor network to deliver exceptional 24/7 customer service in residential plumbing, electrical, and HVAC repairs. Reporting to the Senior Regional Operations Manager (ROM), the ROM is accountable for meeting corporate financial and customer service goals by managing contractor performance, recruiting and training contractors in alignment with the "HomeServe Way," and ensuring coverage and quality standards across their territory. This role requires expertise in rate negotiation, cost management, and strategic oversight to maintain a multimillion-dollar service network that upholds the company's commitment to quality, compliance, and cost efficiency.
As a subject matter expert in repair management, the ROM will work collaboratively with business development and account management to strengthen the HomeServe product line and support affinity partner relationships. This is a home-based position, requiring approximately 40% travel within the assigned region and regular visits to corporate offices in Chattanooga, TN, and Norwalk, CT.
Key Responsibilities:- Contractor Network Management: Ensure contractors meet high standards of quality, customer service, and cost efficiency.
- Cost Optimization: Analyze repair cost data and develop strategies to reduce costs while preserving service quality.
- Innovation and Best Practices: Encourage contractors to adopt modern techniques that improve productivity and enhance the customer experience.
- Contractor Recruitment & Training: Collaborate with recruitment and onboarding teams to identify, qualify, and train contractors.
- Rate Negotiation: Establish competitive repair rates to support underwriting goals and financial KPIs.
- Quality Assurance: Conduct quality inspections to verify contractor work aligns with industry standards and regulatory codes.
- Performance Reviews: Lead regular performance review meetings and contractor roundtables to share best practices and gather feedback.
- Customer Issue Resolution: Address customer complaints, implementing corrective actions to ensure continuous improvement.
- Cross-Functional Collaboration: Act as a liaison with the Office of the President Team and Contact Center to maintain high service standards.
- Industry Awareness: Stay informed on regulatory standards and industry trends to support HomeServe and contractor operational improvements.
- Relationship Building: Build rapport with key contractor personnel at both operations and management levels, promoting strong partnerships.
Essential Functions:Essential Job Function% of Time on FunctionScorecard Performance Reviews 25%Jobsite Inspections 15%Negotiating Rate or Job Costs 25%Attending Team Meetings and Presenting on Regional KPI's 20%Field Visits to Contractor Offices 15%Total 100%Job Requirements:- Five years of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects.
- BS/BA degree in engineering, construction management or have at least 10 years practical experience.
- 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 (Microsoft Office).
- Excellent oral and written communication skills with the ability to communicate effectively at all levels of the organization including the executive level.
- Valid driving license as well as valid U.S. Passport.
Minimum Physical Requirements:The physical demands outlined here are representative of those required for an employee to perform the essential functions of this position successfully. Reasonable accommodations will be provided to enable individuals with disabilities to perform these functions. While carrying out the duties of this role, the employee is regularly required to listen, speak, and hear. Frequent tasks involve using hands and fingers to handle or feel objects, tools, or controls, such as while working on a computer or using a telephone.
The employee may occasionally need to stand, walk, sit, and reach with their hands and arms. Lifting and moving objects weighing up to 15 pounds may be required on occasion. Specific vision abilities needed for this role include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range: $95,000 - $110,000
Annual Bonus Potential: 20%
HomeServe USA is an equal opportunity employer.
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Equal Opportunity Employer
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