Voice of the Customer Manager
Apply NowCompany: Oncourse Home Solutions
Location: Naperville, IL 60540
Description:
Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $450M 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 do what is right for our people so they can do their best when serving our 1.7+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an 'Oncourse SUPER'-Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don't have to.
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.
Position Summary: The Voice of the Customer Manager is responsible for capturing and analyzing customer feedback and behavior to drive improvements in customer satisfaction and loyalty. This role is crucial for understanding customer needs and ensuring that their voices are heard and acted upon across the organization. The manager will work closely with various departments to implement changes based on customer insights.
Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M&F remote) is required.
Responsibilities include but are not limited to:
We are Excited if this is You
Experience and Qualifications of the Role
Computer Skills Needed to Perform the Job
Education
Bachelor's degree in Marketing, Business Administration or equivalent work experience required.
Certificates, Licenses, Registrations (Indicate Preferred or Required)
Certified Customer Experience Professional (CCXP) preferred.
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $96,250 - $138,750 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy - Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably
Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Oncourse Home Solutions (OHS) is a people-centric, $450M 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 do what is right for our people so they can do their best when serving our 1.7+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an 'Oncourse SUPER'-Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don't have to.
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.
Position Summary: The Voice of the Customer Manager is responsible for capturing and analyzing customer feedback and behavior to drive improvements in customer satisfaction and loyalty. This role is crucial for understanding customer needs and ensuring that their voices are heard and acted upon across the organization. The manager will work closely with various departments to implement changes based on customer insights.
Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M&F remote) is required.
Responsibilities include but are not limited to:
- Develop and implement a comprehensive Voice of the Customer strategy in collaboration with the Director of Customer Experience and Chief Customer Officer.
- Collect and analyze customer feedback from multiple channels, including surveys, social media, advanced speech analytics and direct interactions.
- Present findings and recommendations to senior management to drive strategic decisions.
- Collaborate with product, marketing, contact center and claims teams to address customer pain points and improve the overall customer experience.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction and loyalty.
- In partnership with Director of Customer Experience ensure that we prioritize customer needs and experience above all else and deliver a best-in-class customer experience.
- Stay abreast of industry trends and emerging technologies to maintain a competitive edge.
We are Excited if this is You
Experience and Qualifications of the Role
- Minimum of 6+ years of experience in customer experience, market research, or a related field.
- Proven track record of successfully implementing customer feedback initiatives and driving improvements in customer satisfaction.
- Experience using Proficiency in advanced speech analytics capabilities strongly preferred.
- Experience using Proficiency in social media management and intelligence platform (e.g. Sprout Social) strongly preferred.
- Strong understanding of CRM systems and customer feedback channels.
- Strong understanding of customer experience principles and metrics (CSAT, CES, NPS).
- Knowledge of industry-specific customer experience trends and best practices.
- Empathy and a customer-centric mindset.
- Excellent analytical and problem-solving skills with a data-driven approach to decision making.
- Strong communication and interpersonal skills, with the ability to influence at all levels of an organization.
- Experience working in a fast-paced environment.
Computer Skills Needed to Perform the Job
- Proficiency in Microsoft O365
- Strong Excel Skills
- Strong Powerpoint / Presentation skills
Education
Bachelor's degree in Marketing, Business Administration or equivalent work experience required.
Certificates, Licenses, Registrations (Indicate Preferred or Required)
Certified Customer Experience Professional (CCXP) preferred.
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $96,250 - $138,750 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
- Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
- Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
- 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
- Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
- Generous Paid Time Off: Take the time you need to recharge and relax.
- Education Assistance Program: Invest in your growth and development with our support.
- FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
- Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
- Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy - Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably
Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.