Partners Operations Manager

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.

We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment 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 basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

This individual contributor role supports the day-to-day operations and success of Oncourse Home Solutions’ partnerships (utilities, municipalities, and other affinity partners with whom we collaborate to reach customers). The Partner Operations Manager is responsible for strengthening partner relationships, reviewing and approving partner specific marketing materials, and ensuring a positive customer experience for homeowners enrolled through each partner program. This role uses data and insights to monitor performance and deliver high quality reporting on key partner KPIs, including customer satisfaction scores, service level compliance, escalation trends, and program growth metrics.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

• Responsible for interactions with existing partners and error-free communications, including monitoring operations.
• Recommend optimizing strategies, completing high-quality reporting for regular executive-level business review content, communication and reviews of marketing initiatives, billing, quality, and regulatory compliance.
• Responsible for monitoring and ensuring compliance with requirements specified in partnership contracts, including service level, quality, customer escalations, and customer satisfaction scores.
• Collaborate with General Management and Partnerships counterparts and other internal cross-functional departments to ensure partnerships are successful.
• Provide ongoing operational guidance in alignment with annual account strategies.
• Serve as project sponsor for partnerships, including setting internal and external expectations, managing timelines, and ensuring cross-functional alignment.
• Serve as one of the primary points of contact in addressing customer account complaints and escalations, proactively driving efforts to mitigate the impact and instituting a control process.
• Provide strong analytical support, delivering timely, accurate performance reports, record reconciliations, and status updates for select partnership accounts.
• Identify key processes, benchmarks performance, monitors operation, and recommends optimizing strategies, programs, and reports.
• Demonstrates the…