Assurant

Manager, Home Warranty Service Delivery

Assurant

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $101,500 - $169,400 per year

Job Level

SeniorLead

About the role

  • Direct a team of 9 individual contributors responsible for service delivery outcomes consistent with customer experience, client, financial and quality expectations (50%)
  • Set clear performance goals and expectations for team members
  • Monitor and analyze key performance indicators (KPIs) such as Cost per Claim, Turn-around-Time, First Time Response, Rework, and CSAT
  • Provide coaching, feedback, and development opportunities to team members
  • Ensure consistent and high-quality service delivery across all claims and invoices
  • Foster a culture of accountability and continuous improvement
  • Define and implement procurement solutions for parts and whole unit replacements (40%)
  • Establish and manage relationships with partners and suppliers for parts and unit replacements
  • Negotiate contracts, pricing, and service level agreements with vendors
  • Oversee the procurement process to ensure timely and cost-effective sourcing of parts and replacements
  • Audit and approve invoice submissions from service providers
  • Review and authorize repair cost increases as needed
  • Proactive management and successful resolution of customer/client/AIZ Service Provider escalations in a timely manner (10%)
  • Respond to and resolve escalated service issues from customers, clients, and service providers
  • Collaborate with internal and external stakeholders to address and resolve complex service delivery challenges
  • Document and track escalation cases to identify trends and opportunities for process improvement
  • Communicate resolution outcomes to all relevant parties

Requirements

  • Bachelor’s degree in finance, logistics, or related field OR equivalent experience
  • 10+ years progressive leadership experience in operations, supply chain and service delivery management experience
  • Substantial knowledge and experience with logistics, supply chain including retail sales, service operations, RFP/RFQs, evaluation of bids, supplier evaluation, negotiation, selection and contracts
  • Demonstrated success in a service operations leadership role in the Home Warranty industry – with focus on HVAC, Plumbing and Electrical
  • Demonstrated ability to manage the P&L of a multi-million dollar business
  • Proven ability to build and manage team of inspired individuals
  • Advanced problem-solving skills
  • Proven ability to manage within a rapidly changing, high intensity business environment
  • Proven effective communications skills leveraged internally and with external clients
  • Proven ability to develop, document, and communicate complex concepts and processes
  • Excellent analytical skills
  • Demonstrated project development and completion skills
  • Ability to work independently and in a team environment
Benefits
  • Health insurance
  • 401(k)
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
logisticssupply chain managementservice delivery managementP&L managementcontract negotiationprocurement solutionsperformance indicatorsproject developmentanalytical skillscustomer service
Soft skills
leadershipcoachingcommunicationproblem-solvingteam managementaccountabilitycontinuous improvementcollaborationindependenceadaptability
Certifications
Bachelor’s degree in financeBachelor’s degree in logisticsBachelor’s degree in related field