The Manager, Home Warranty Service Delivery – Connected Living is responsible for leading teams to locate service providers from our existing network to complete in-home repairs, reviewing repair authorization increases for repairs, and auditing invoice submissions from service providers for approval. Additionally, this position has direct responsibility for establishing and managing relationships with partners to procure parts and whole unit replacements when needed in support of our Home Warranty business. At scale, the network of independent service providers is expected to exceed 4,000 providers completing over one million claims/invoices annually.

This position will ensure national service coverage while delivering KPI’s consistent with successful service delivery to include Cost per Claim, Turn-around-Time, First Time Response, Rework, CSAT, etc. This role will report to the Director, Home Warranty Service Delivery.

Job Responsibilities

Direct a team of 9 individual contributors responsible for service delivery outcomes consistent with customer experience, client, financial and quality expectations (50%)

Set clear performance goals and expectations for team members
Monitor and analyze key performance indicators (KPIs) such as Cost per Claim, Turn-around-Time, First Time Response, Rework, and CSAT
Provide coaching, feedback, and development opportunities to team members
Ensure consistent and high-quality service delivery across all claims and invoices
Foster a culture of accountability and continuous improvement

Define and implement procurement solutions for parts and whole unit replacements (40%)

Establish and manage relationships with partners and suppliers for parts and unit replacements
Negotiate contracts, pricing, and service level agreements with vendors
Oversee the procurement process to ensure timely and cost-effective sourcing of parts and replacements
Audit and approve invoice submissions from service providers
Review and authorize repair cost increases as needed

Proactive management and successful resolution of customer/client/AIZ Service Provider escalations in a timely manner (10%)

Respond to and resolve escalated service issues from customers, clients, and service providers
Collaborate with internal and external stakeholders to address and resolve complex service delivery challenges
Document and track escalation cases to identify trends and opportunities for process improvement
Communicate resolution outcomes to all relevant parties

Basic Qualifications

Bachelor’s degree in finance, logistics, or related field OR equivalent experience
10+ years progressive leadership experience in operations, supply chain and service delivery management experience
Substantial knowledge and experience with logistics, supply chain including retail sales, service operations, RFP/RFQs, evaluation of bids, supplier evaluation, negotiation, selection and contracts
Demonstrated success in a service operations leadership role in the Home Warranty industry – with focus on HVAC, Plumbing and Electrical
Demonstrated ability to manage the P&L of a multi-million dollar business
Proven ability to build and manage team of inspired individuals
Advanced problem-solving skills
Proven ability to manage within a rapidly changing, high intensity business environment
Proven effective communications skills leveraged internally and with external clients
Proven ability to develop, document, and communicate complex concepts and processes
Excellent analytical skills
Demonstrated project development and completion skills
Ability to work independently and in a team environment

Preferred Skills

MBA preferred

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Pay Range:

$101,500.00 - $169,400.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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Manager, Home Warranty Service Delivery (Hybrid)