Sr. Analyst; Customer Operations

Oncourse Home Solutions (OHS) is a people‑centric, $500 M organization owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.8 + million customers across the U.S., helping homeowners navigate the unexpected, reduce costs, and make home ownership enjoyable.

We are a US‑based warranty provider offering expertise in safety and home‑care. Our integrated solutions protect both inside and outside the home and are sold through B2B2C partnerships with utilities and municipalities. OHS is committed to a culture of diversity, equity, and inclusion.

As an equal‑opportunity employer, our hiring decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other protected basis.

As a key member of the Customer Operations team, the Sr. Analyst, Operations reports to the Sr. Manager, Strategy & Operations. The role involves developing reporting and analytics to bring insights and optimizations to our contact center, operations, and customer experience organizations. The analyst will use data platforms such as Looker, Salesforce, and Excel to perform independent analyses and coordinate business review materials on a weekly, monthly, and quarterly basis.

• Establish and manage key performance indicators (KPIs) to monitor and evaluate the effectiveness of business strategies.
• Own regular performance reports to senior management – in the form of weekly and monthly business reviews.
• Develop and implement new reporting tools and dashboards, while guiding process documentation and redesign efforts.
• Evaluate potential data risks and gaps – develop strategies to mitigate them and prepare reports for senior leadership.
• Work closely with Call Center, Finance, Business Intelligence, and Claims to ensure alignment with overall business strategies.
• Track and manage action items across data projects to ensure timely completion and alignment with organizational goals.

• Minimum 4+ years as an analyst (financial or operations).
• 3+ years of experience using data analysis tools (SQL, Tableau, Excel, etc.); intermediate to advanced Excel skills required.
• Expertise with data visualization tools such as Looker, Tableau, or Microsoft Power BI.
• Experience synthesizing data and analysis into insights for business owners.
• Strong analytical and problem‑solving skills with creative thinking.
• Ability to work independently and efficiently, interpreting large datasets to deliver actionable recommendations.
• Highly organized, detail‑oriented, and driven with a strong work ethic and teamwork skills.
• Self‑starter able to multitask in a dynamic environment with fluctuating workload and aggressive timelines.

• Proficiency in Microsoft O365.

Not specified.

The base salary range for this position is $70,040 – $111,000 USD per year, depending on qualifications, experience, education, and skill set. Compensation may include an annual performance‑based bonus, sales incentive plan, or commission target.

• Competitive compensation and performance philosophy.
• Comprehensive Health Coverage:
  Medical, dental, vision, short‑ and long‑term disability.
• 401(k) plan with 4% company match.
• Generous paid time off.
• Education assistance program.
• Flexible spending and health savings accounts (FSA/HSA).
• Employee wellness resources (EAP, health, legal, financial).
• Vibrant company culture with monthly town‑halls, recognition programs, and employee business resource groups.

Mid‑Senior level

Full‑time

Customer Service

Consumer Services

No external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.