Qureos Mentor

Oncourse Home Solutions

<div>Who We Are
<div>
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 43 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&rsquo;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.</div> 


Position Summary

The Claims Specialist utilizes the dispatch tool to provide service delivery excellence for customers, clients, partners, and the business. Responsible for service order management to ensure business commitments and requirements are executed to compliance standards in order to meet partnership and customer expectations. Recommends opportunities for improvement through root cause and process gaps analysis.

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 &amp; F remote) is required.

Responsibilities include, but are not limited to:
<ul>
<li>Monitor contractor performance and generating reports.</li>
<li>Handles escalations and exceptions.</li>
<li>Will assist the administrator with daily tasks, special projects and develop curriculum and learning materials for Dispatch related processes and procedures.</li>
<li>Required to monitor contractor compliance and utilization of Dispatch.</li>
<li>Work closely with the Administrator, Contractor Network and Claims department to maximize usage and efficiency.</li>
<li>Apply tools to drive customer behaviors and accountability.</li>
<li>Provide assistance and service to partners, contractors, and team members across the HOS organization.</li>
<li>Customer engagement &ndash; follow up and consistent communication every 24-48 hours.</li>
<li>Special Projects &ndash; Partnership SLA management.</li> 
</ul>
We're Excited if this is You!

Experience and Qualifications of the Role
<ul>
<li>Strong organizational, sense of urgency and prioritization skills.</li>
<li>Strong analytical and problem resolution skills.</li>
<li>Ability to be effective in a fast paced, high-volume work environment.</li>
Effective verbal and written communication skills. 
<li>
</li></ul>Computer Skills Needed to Perform the Job
<ul>
<li>Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
</li><li>Able to learn and maneuver different software systems used to perform daily tasks.</li> 
</ul>
Education:
<ul>
<li>Bachelor&rsquo;s degree (or equivalent experience required).</li>
<li>Highschool diploma or GED required.</li></ul> 


Certificates, Licenses, Registrations:
<ul>
<li>N/A</li></ul> 


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 $20.39 - $26.44 USD Hourly. 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!
<ul>
<li>Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.</li>
<li>Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.</li>
<li>401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.</li>
<li>Generous Paid Time Off: Take the time you need to recharge and relax.</li>
<li>Education Assistance Program: Invest in your growth and development with our support.</li>
<li>FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.</li>
<li>Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.</li>
<li>Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.</li></ul> 
 
Competencies:

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.

Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked of balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

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.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.</div>

Specialist, Claims

<div>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 43 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&rsquo;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 Product Manager will own the end-to-end product strategy for Claims workflows. This is a senior role with platform-level ownership, heavy cross-functional influence, and direct accountability for Customer Experience, Agent Experience, and operational outcome.

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 &amp; F remote) is required. 


Responsibilities include but are not limited to:
<ul>
<li>Define and execute a clear product vision for agent workflows across Claims platform, aligned to Customer Experience (CX), efficiency, and cost outcomes.</li>
</ul><ul><li>Translate business goals into a prioritized, outcome-driven roadmap.</li>
</ul><ul><li>Own customer and agent research for Claims experience and operate as the Voice of the Customer and the Agent.</li>
</ul><ul><li>Identify and size customer, agent, and operational problems using qualitative research and quantitative data.</li>
</ul><ul><li>Partner with Operations, CX, Marketing and Business Intelligence (BI) to ensure problem statements are data driven and aligned.</li>
</ul><ul><li>Create and execute the product roadmap and backlog; prioritize initiatives based on impact, effort, and strategic fit.</li>
</ul><ul><li>Define features, workflows, acceptance criteria, and success metrics; validate outcomes post-launch.</li>
</ul><ul><li>Partner closely with Engineering Managers to plan sprints, manage tradeoffs, and ensure predictable delivery.</li>
</ul><ul><li>Design and execute experiments (pilots, phased rollouts) to validate hypotheses and de-risk investments.</li>
</ul><ul><li>Use data to continuously optimize agent workflows, customer journeys, and operational efficiency.</li>
</ul><ul><li>Act as the subject-matter expert for Claims workflows and customer/agent experience.</li>
</ul><ul><li>Influence without authority across Technology, Operations, Marketing, BI, Finance, and Data Science.</li>
</ul><ul><li>Ensure solutions scale, are maintainable, and reduce long-term operational complexity.</li></ul> 


We're Excited if this is You!

Experience and Qualifications of the Role:
<ul>
<li>5+ years in Product Management, with 3+ years owning Salesforce-based platforms and workflows.</li>
</ul><ul><li>Hands-on experience with Salesforce Service Cloud.</li>
</ul><ul><li>Proven experience leading digital transformation in an Agile environment.</li>
</ul><ul><li>Strong discovery skills to lead with problems, not solutions.</li>
</ul><ul><li>Deep understanding of human-centered workflow design for agents and operators.</li>
</ul><ul><li>Data-driven decision maker with experience running experiments and interpreting results.</li>
</ul><ul><li>Comfortable operating at lead level: high autonomy, high accountability.</li>
</ul><ul><li>Able to influence senior stakeholders and navigate competing priorities.</li>
</ul><ul><li>Direct, candid communicator who gives and receives feedback well.</li>
</ul><ul><li>Deep experience with Salesforce ecosystem strongly preferred.</li>
</ul><ul><li>Strong grasp of Agile (Scrum/Kanban) delivery models.</li>
</ul><ul><li>Experience in subscription or membership-based businesses is a plus.</li></ul> 


Computer Skills Needed to Perform the Job:
<ul>
<li>Proficiency in Microsoft O365, Jira, Fullstory, Salesforce.</li></ul> 


Education:
<ul>
<li>Bachelor&rsquo;s degree in Engineering, Business (or equivalent experience).</li></ul> 


Certificates, Licenses, Registrations:
<ul>
<li>N/A</li></ul> 


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 $129,795 - $185,000 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!
<ul>
<li>Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.</li>
<li>Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.</li>
<li>401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.</li>
<li>Generous Paid Time Off: Take the time you need to recharge and relax.</li>
<li>Education Assistance Program: Invest in your growth and development with our support.</li>
<li>FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.</li>
<li>Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.</li>
<li>Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.</li></ul> 
 
Competencies:

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

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.

Action Orientated - 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.

Dealing with Ambiguity - Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.

Functional / Technical Skills &ndash; Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.</div>

Lead Product Manager - Claims

Join Oncourse Home Solutions and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Oncourse Home Solutions

About Company

Specialist, Claims

Lead Product Manager - Claims