Supervisor - Care and Claims

Join to apply for the Supervisor - Care and Claims role at Oncourse Home Solutions
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Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.9+ million customers across the U.S. with a mission to create lasting value by helping homeowners navigate the unexpected, reduce costs, and enjoy home ownership. We are committed to fostering a diverse, respectful, and supportive workplace for employees, customers, and partners.

The Supervisor, Care/Claims focuses on driving improved operational and agent Care/Claims performance across digital and phone touchpoints. Responsibilities include monitoring and executing key KPIs (AHT, FCR), CSAT, QA, and cross-selling. The role includes mentoring and training the Care/Claims team, fostering an innovation-driven, continuous-improvement, high-performance culture, and partnering with customers, clients, and front-line employees to identify and solve improvement opportunities. This role also collaborates with HR and Legal on direct employee matters and executes our customer service strategy through live customer contact.

Located in Naperville, the office environment supports our culture, with a regular in-office hybrid model (T-TH in office; M & F remote).

• Achieve Care/Claims KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly.
• Demonstrate customer service experience including supervisory responsibility and knowledge of contact center technologies (e.g., KMS, WFM, QA, CRM).
• Create and implement care strategies to improve agent efficiency and deliver higher quality customer service.
• Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies to meet targets.
• Collaborate across departments to align strategies with business objectives.
• Maintain relationships with external vendors to ensure alignment on day-to-day performance and initiatives; monitor vendor KPIs and provide feedback for improvements.
• Act as a liaison between internal teams and leadership with clear communication of goals and quotas.
• Ensure TEAM compliance with company policies and industry regulations.
• Collaborate with team members to identify strengths and areas for improvement and establish personalized development plans.
• Foster continuous improvement through workshops, training, and knowledge sharing; implement recognition programs to motivate staff.
• Build positive relationships with direct reports to deliver exceptional customer service.

• Minimum 3 (ideally 3–5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center with direct claims or customer care operations responsibility.
• Strong leadership skills with the ability to coach, motivate, and develop high-performing teams; recognize performance and address issues promptly.
• Direct experience leading a team of ~9 employees in home warranty claims, service requests, and coverage inquiries.
• Excellent communication and interpersonal skills, including handling escalations, disputes, contractor concerns, and service delays.
• Ability to work cross-functionally to resolve issues and drive satisfaction.
• Experience leading omni-channel contact center teams (voice, chat, email, digital platforms).
• Experience analyzing operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive quality improvements.
• Strong data-driven decision-making and analytical skills to interpret metrics and guide performance.
• Experience managing performance targets tied to claims throughput, service timeliness, first-contact resolution, and customer outcomes.
• Proven track record of achieving service-level, claims resolution, and customer satisfaction goals in home warranty or service-contract environments.
• Experience leading process optimization to improve scalability, efficiency, and consistency in claims handling.
• Ability to adapt operational strategies to market conditions and demand fluctuations; manage…