United States onlyEmployment Category
Regular, Full-time
Travel Requirements
Moderate (15-30%)
Responsibilities/Skills/Experience Requirements
JOB DUTIES/RESPONSIBILITIES:
- Designs and refines the end-to-end customer journey, identifying and addressing gaps or inefficiencies. Ensures consistent, high-quality experiences at every touch point, whether digital or in-person
- Establishes KPIs (e.g., Net Promoter Score, CSAT, etc.) to measure customer satisfaction and gathers and analyzes customer feedback to drive product, service, and process improvements
- Provides regular reporting on customer experience metrics, outlining areas for enhancement
- Partners with sales, operations, marketing, and other internal teams to ensure customer-facing strategies are aligned and consistently executed
- Facilitates training and coaching for front-line teams, enabling them to provide exceptional customer service
- Develops the structure and flow for allocating repair jobs to a network of contractors and defines clear processes and guidelines for contractor onboarding, training, scheduling, and performance measurement
- Oversees project timelines and work quality to ensure repairs are completed to SHS standards
- Establishes accountability measures for on-time completion, safety compliance, and customer satisfaction
- Implements contractor feedback loops and corrective actions when quality or timeliness falls short
- Coordinates with finance to ensure accurate and timely payments to contractors
- Monitors job costing and profit margins, ensuring each job meets desired profitability targets
- Manages contractor rates and recommends adjustments based on market conditions and business needs
- Tracks contractor performance, including job completion rates, customer feedback, and operational efficiency and provides regular, data-driven reports to senior leadership, highlighting risks, opportunities, and areas needing improvement
- Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates
JOB REQUIREMENTS:
- Bachelors Degree
- Over 10 years of related experience
- Up to 25% travel
- 18 years of age or older
REQUIRED SKILLS:
- Demonstrated experience and track record managing service related operations with P&L accountability
- Strong quantitative and analytical skills, specifically with respect to understanding operational economics
- Demonstrated ability to communicate and interact at multiple organizational levels, both internally and externally, including potential third party business partners and clients
- Strong leadership and motivational skills
- Strong project and change management skills
- Strong knowledge of employment laws and regulations related to contractor and contingent workforce management
- Ability to work effectively in a fast-paced, dynamic environment
PREFERRED SKILLS:
- Experience in managing contractor workforces in a large, complex organization
- Familiarity with vendor management systems and processes
- Masters level degree
Job Function
User Experience/Development
Years Experience
10 - 15 Years Experience
Country
United States
Location City
HOFFMAN ESTATES
Work-In City
REMOTE
Work-In State
REMOTE
Work-In Postal Code
REMOTE
EEO/EOE Footer
Equal Opportunity Employer / Disability / Vet.
