Now Hiring - HomeServe USA - Professional Services Partner Operations Relationship Manager in Chattanooga, TN

Full description of the position

HomeServe USA, a Brookfield Infrastructure Group portfolio company is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great Place to Work the last five years. What does HomeServe do and what makes it so great? Well, we're glad you asked! We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy. Responsibilities: * Lead all aspects of Partner Operations relationship management with on-bill Affinity Partners, serving as the primary point of contact for operational implementations, enhancements, and issue resolution. * Manage cross-functional projects by developing comprehensive project plans, coordinating resources, and executing deliverables on schedule and within scope. * Engage with internal and external stakeholders, providing regular updates on project status, risks, issues, and ensuring clear communication of project goals and requirements. * Serve as the Subject Matter Expert (SME) for assigned Affinity Partners, driving process improvements that enhance customer experience, improve operational metrics, and maximize revenue. * Collaborate with IT teams to resolve technical issues, document enhancement requirements, and conduct rigorous User Acceptance Testing (UAT) to ensure successful deployment of new features or changes. * Conduct technical and environmental UAT and regression testing for onboarding new on-bill partners and implementing system enhancements for existing partners. * Act as a liaison between IT and business units to support revenue-generating company-wide initiatives, translating business requirements into actionable technical specifications for any Affinity Partners. * Analyze operational data to identify trends, provide corrective solutions, and prioritize improvements based on their impact to Affinity Partners, customers, and compliance requirements. * Generate and analyze weekly and monthly performance reports to inform decision-making and drive continuous improvement in on-bill processes. * Develop, write, and maintain comprehensive Standard Operating Procedures (SOPs) and detailed documentation for partner-specific processes. * Identify and address areas of inconsistency, process duplication, and systematic errors to enhance operational efficiency and the overall customer lifecycle. Essential Functions: This role entails a balance of lower-level technical expertise with ability to communicate appropriate details to higher level business owners. The role also includes project management across multiple efforts all at the same time, and relationship-building skills, ensuring that all responsibilities contribute to delivering a seamless on-bill customer experience. Essential Job Function % of Time on Function Project Management 35% Technical Acumen (Requirements building, User Acceptance Testing) 30% Investigating Issues 25% Relationship building 5% Reporting 5% *Total 100% Job Requirements: * Bachelor's degree in operations, IT, Business, or a related field, with a minimum of 5 years of professional experience. * Demonstrated project management experience, including planning, execution, stakeholder communication, and risk mitigation. * Strong customer-focused mindset with proven ability to make data-driven decisions that balance customer satisfaction and operational objectives. * Exceptional interpersonal, communication, and client presentation skills across multiple organizational levels. * Advanced analytical skills, with proficiency in identifying and resolving technical issues, areas of inconsistency, duplication of process, poor customer experience, and systematic errors and subsequently documenting solutions. * Experience working within a commercial operations environment, with a proven track record of driving operational improvements. * Familiarity with QA/QC methodologies, issue resolution techniques, and system testing best practices. * Ability to communicate technical issues in a concise, easy to understand way. * Document issues efficiently and create documentation to support resolution of issues. * Proven experience creating testing plans for UAT, then executing them for enhancements/major changes. * Monitor day to day system rejections on CRM system; provide quality control, research, and resolve issues to improve customer lifecycle for the company's operating system (i.e. enrollment failure, customer payment, customer data corruption, etc.) Identify any trending system or process issues causing problems. * Great multi-tasking and ability to manage tasks across various departments. * Ability to understand client's business and workflows and propose/drive recommendations for improvements. * Proficient in Microsoft Office. * Excellent skills in Excel (ability to use common formulas mandatory). * Outstanding organizational and time management skills. * SQL Query writing skills are preferred, but not a requirement. Minimum Physical Requirements: The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually 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. In Return, We Offer: * Competitive compensation * Career development and advancement opportunities * Friendly, open and team oriented work atmosphere * Excellent benefits including generous medical, vision, dental and life & disability insurance * 401(k) plan with a company match * Eligibility to enroll in up to two HomeServe coverage plans paid for by the company Salary Range: $50,866.90 to $67,822.54 Annual Bonus Potential: 5% The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs. LI-ONSITE LI-SM1 HUSA HomeServe USA is an equal opportunity employer. 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.