Flexible Service and Support Levels (FSSL) Program Manager

Job Description

JOB SCOPE:
The FSSL (Flexible Service and Support Levels) Program Manager is responsible for designing and leading all aspects of the FSSL (Flexible Service and Support Levels) Program at Sears Home Services.

JOB SUMMARY:
The FSSL (Flexible Service and Support Levels) Program Manager is responsible for the designing, implementation, and continuously improvement of the Sears Home Services FSSL program. The FSSL Program Manager is also responsible for ensuring the program is aligned with Sears business objectives, enhances operational efficiency, and meets the evolving needs of our clients. This position works with cross-functional teams to establish, monitor, and refine FSSL standards and procedures.

REPORTS TO:
Dir, In-Home Field Ops

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Develops and launches a comprehensive FSSL program, including setting performance standards, defining service levels, and establishing escalation paths
• Designs processes that streamline FSSL operations, improve response times, and increase service quality. Continuously assess and improves these processes to drive program efficiency
• Recruits, onboards, and mentors technicians who are a part of the FSSL program. Develops and implements training programs that ensure team members can effectively manage and deliver service levels
• Works closely with key stakeholders across departments (e.g., Operations, Customer Support, IT) to ensure alignment on program objectives and integration with company-wide initiatives
• Monitors program metrics, analyzes performance data, and reports on progress to senior leadership. Identifies trends, addresses service gaps, and proposes corrective actions as needed
• Ensures that all FSSL procedures comply with company policies, industry regulations, and quality standards. Develops quality assurance protocols to monitor compliance and service quality
• Drives a customer-focused mindset within the program, with a strong emphasis on delivering a positive client experience through consistent service levels and supports responsiveness

JOB REQUIREMENTS:

• Bachelors Degree
• 5-10 years of related experience
• Up to 25% travel
• 18 years of age or older

REQUIRED SKILLS:

• Demonstrated experience in building, leading, and mentoring a team to meet and exceed program objectives.
• Ability to rapidly determine a root cause of a problem and affect a solution often under fluid and stressful conditions
• Excellent written and verbal communication skills with the ability to effectively engage and influence stakeholders at all levels.
• Skilled in project management with the ability to prioritize, manage multiple projects, and meet deadlines in a fast-paced environment.
• Ability to effectively communicate with Region and National Leadership team on a recurring basis using effective oral and written communications skills
• Ability to multi-task and effectively manage time
• Ability to be a Team Player able to demonstrate a collaborative approach to team relationships with all Region Staff and when required; other TransformCo Organizations
• Strong ability to analyze data, identify trends, and make data-driven decisions.

PREFERRED SKILLS:

• Proficiency in data analysis tools is a plus.