Contractor Success Manager (Home Warranty/Services)

Super • Phoenix, AZ

106d

About The Position

Home warranty is a multi-billion dollar industry but has been the most complained about category on Angie’s List for more than a decade. Super is a Silicon Valley technology company reinventing not only this industry, but ultimately the entire home ownership experience. You will be responsible for recruiting, developing, and managing the most reliable of network service providers for residential plumbing, appliances, electrical and HVAC repairs. You will help Super provide its subscribers with the fastest, friendliest and most reliable home service solution. You will actively recruit qualified service providers, train and develop them to succeed, and advise them on their performance. You will take the lead role in rate negotiation, job cost management, and ensuring adequate coverage within their geographic territory to meet quality service level standards. Furthermore, as a repair management subject matter expert, you will work collaboratively with product management to enhance the Super product offering.

Responsibilities

• Identify, recruit, qualify, and train new service providers
• Manage and retain existing relationships with service providers to ensure superior quality, customer service and cost standards
• Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience
• Negotiate and establish competitive repair rates to meet underwriting targets and financial KPIs
• Analyze job repair cost data and implement cost reduction strategies
• Deliver training presentations to service providers and technician base, helping them understand the Super vision
• Forecast warranty claims based on historic data and projected revenue growth, staffing accordingly
• Establish average-cost-per-claim goals and call commitment levels with contractor base
• Plan and implement a formal operational cost-of-goods-sold plan for your territory
• Conduct and lead regular contractor performance review meetings
• Spearhead contractor round tables to share best practices
• Assist in managing escalated issues and take the necessary corrective action with service providers to prevent recurrence

Benefits

• Healthcare and Dental coverage
• Retirement Plans
• Employee Stock Option Program for all employees
• Wellness perks
• Paid maternity leave
• Paid time off
• Learning and Development resources

What This Job Offers

• Number of Employees: 1-10 employees