Lead - Online Support

Oncourse Home Solutions; United States; Remote; USD 51,000 - 75,000; Full time

Job summary

Oncourse Home Solutions, LLC (American Water Resources) is seeking a Lead-Online Support to monitor portfolio health, revenue and enrollment accuracy across properties. This remote role requires coordinating with internal teams and occasional travel to Naperville for strategic planning.

Ideal candidates have 4–6 years in online/digital performance management, strong Excel and data skills, and a track record of improving customer experience while preventing fraud.

Qualifications

• Minimum 4–6 years in OLS/digital performance management or similar.
• Strong problem-solving and conflict resolution skills.
• Excellent written and presentation communication with diverse audiences.
• Experience managing vendor programs and SLAs.

Responsibilities

• Provide leadership to vendor leadership and agents to drive results.
• Ensure SLAs, KPIs, and compliance for digital platforms are met.
• Support Care/Claim management with innovative solutions to problems.
• Manage vendor programs including quarterly and annual reviews and scorecards.
• Maintain digital operations to optimize headcount, AHT, and productivity.
• Build relationships across departments to meet goals.
• Prepare daily/weekly/monthly performance reports for leadership.
• Clarify CRM questions to ensure accuracy of claims to customers.

Skills

Leadership

Problem-solving

Communication skills

Organization

Stakeholder management

Education

High School Diploma or equivalent

Tools

Salesforce

Amazon Connect

Asana

Verint

SharePoint

Job description

Who We Are

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 2 million customers across 48 states. We partner with 25+ 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.

Who We Are

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 2 million customers across 48 states. We partner with 25+ 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.

Position Summary

The Lead-Online Support partners with internal teams to monitor portfolio health, track account activity, and ensure accurate enrollment and billing across assigned properties while supporting the overall customer experience strategy. This highly analytical role requires deep technical expertise in utility billing, property zoning, and data management, with extensive use of Excel and research across multiple databases to investigate property histories and resolve issues. The Lead is responsible for maintaining operational accuracy, preventing fraud, and ensuring consistent achievement of customer experience and accuracy targets across all multi-property accounts. This is a remote position and requires with travel as business requires to Naperville office for strategic planning.

Responsibilities Include But Are Not Limited To

• Provide leadership and guidance to vendor leadership and agents to drive results, sales engagement, and efficiencies to successfully meet operational and customer experience goals
• Work closely with the vendor leadership team and stakeholders to ensure SLAs, KPI’s, performance management, and compliance requirements are met for the OHS digital platforms
• Support Care/Claim manager with efforts to encourage innovative solutions to create opportunities and address problems; challenge conventional thinking to find better ways to achieve results
• Aid Care/Claim Manger in the execution of various vendor management programs, including but not limited to, quarterly business reviews, annual vendor reviews, and scorecards.
• Effectively manage vendor digital operations to maintain strong Headcount, AHT and productivity for OLS/Digital agents
• Develop and maintains effective relationships with all levels of HOS and inter department teams for meeting organization goals
• Develop and maintain digital performance including daily and weekly reporting (Weekly and Monthly business reviews) presented to the Manager and Director showing the performance and accuracy of the claims sent to the field
• Review of agent facing claim processing questions in CRM (salesforce) and provide updates as needed for continuous accuracy of claims set for the customer

We’re Excited if this is You!

Experience And Qualifications Of The Role

• 4-6 years of experience in OLS/digital performance management with the ability to self-direct and prioritize tasks on multiple concurrent projects
• Strong problem-solving skills, conflict resolution, facilitation and consensus building skills
• Embrace and drive change, model continuous improvement culture
• Excellent written and presentation communication skills; demonstrated communication experience with diverse internal and external audiences.
• Demonstrated organizational relationship management skills

Education

• High school diploma, GED or equivalent relevant work experience

Certificates, Licenses, Registrations

• Advanced knowledge and use of office productivity tools (MS Office, MS Teams, Excel, and Share Point)
• Working knowledge of Salesforce, Amazon connect, Asana and Verint

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 $51,000 - $75,240 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.
• 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.

Competencies

• Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace
• 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
• 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
• Communicate effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect
• 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