Head of Marketing Operations

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $500M 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 1.8+ 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.

We are looking for a strategic and execution-focused Head of Marketing Operations to join our growing Acquisition Marketing Leadership team. This role is pivotal in driving the flawless execution of outbound marketing campaigns—primarily direct mail and email—while ensuring quality, consistency, and performance across all touchpoints. The Head of Marketing Operations will lead two high-performing teams focused on campaign operations and production/QC, and collaborate cross-functionally with Marketing Strategy, Analytics, Finance, Strategic Partnerships, the Contact Center, and IT. Their leadership will help streamline processes, improve speed to market, and elevate the customer experience.

This role will be based in our Naperville, Illinois, location. 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:

• Manage two teams responsible for all aspects of campaign execution at OHS:
• • Campaign operations: this team takes business intent from channel strategy owners (direct mail, email), and owns preparatory and project management work to ensure successful campaign handoff to production. It is also responsible for long-term operational strategy and strives to improve both the quality and timelines of campaign execution.
  • Production and QC: this team, taking input from campaign operations, manages the physical execution of campaigns, while ensuring adherence to quality and timing expectations.
• Design and implement industry best practices in lean campaign execution management and quality control. Reduce timelines while improving execution quality. Build the business case for new tools, processes and vendors, to help achieve quality, testing capacity and speed to market objectives.
• Partner with Channel Strategy leaders, the Strategic Partnership Group, Retention and other major business stakeholders to define, manage, and ensure executability of OHS’s Campaign Calendar, comprised of acquisition marketing, cross-sell, retention and win-back campaigns, as well as renewal notices and other customer communications.
• Partner with internal stakeholders (BI, IT, Contact Center, etc.) to manage the production planning and execution of all agreed upon campaigns across multiple execution channels, most importantly Direct Mail, email, online, SMS and outbound telemarketing.
• Oversee the QA, testing and proofing processes to ensure 100% adherence to intent and timelines.
• Work closely with the Strategic Partnership Group to coordinate timelines, approvals, asset exchanges with our multitude of partners and overall adherence to maximum quality standards. Help drive partner satisfaction metrics through flawless campaign execution.
• Ensure adherence to brand standards (both internal and our Partners’) and best in class customer experience.
• Partner with Finance and Marketing Analytics to develop, update and report on key operational metrics to measure the efficiency and success of the team’s work. Provide input to key strategic documents and reports, such as the Weekly and Monthly Business Reviews.
• Manage outside print/production vendors and partners to maximize quality while minimizing cost and time to market. Evaluate new vendors and run RFPs as necessary.
• Manage and mentor a team of high performing associates.

We’re Excited If This Is You

Experience and Qualifications of the Role

• 8+ years of progressive experience in positions within marketing operations, campaign execution and project management required.
• 5+ years in managing Direct Mail execution.
• 7+ years of experience leading, mentoring, and building high-performing teams, allocating and managing resources and setting/managing performance goals. This includes a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
• Strong leadership and interpersonal skills, with a track record of effectively communicating with and influencing stakeholders and executives, up to C-level.
• Knowledge of the latest marketing automation, quality control and process design trends and best practices.
• Strong analytical and problem-solving skills with the ability to generate insights from raw data and make data-driven decisions.
• Hands-on Agile and process engineering experience is preferred.

Computer Skills Needed to Perform the Job

• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
• Able to learn and maneuver different software systems uses to perform daily jobs.

Education

Bachelor’s degree or equivalent work experience required. Graduate degree in business, marketing, operations or related fields is a strong plus.

Certificates, Licenses, Registrations
n/a

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 $191,250 - $253,750 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.