Service Market Manager - Independent Service Providers

Electrolux Group

6d•Hybrid

About The Position

Join us to create change and have an impact in homes around the world. At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living. Come, join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home! This position will be based at our Corporate Headquarters located in Charlotte, NC. About the Role: The Service Market Manager – Independent Service Provider (ISP) leads end‑to‑end service performance across the United States, driving network optimization, customer experience, and operational results. This role is responsible for executing service strategies, managing ISP network performance, and ensuring high‑quality, cost‑effective service delivery. Acting as the link between strategy and execution, the Market Manager partners with Regional Service Managers, service providers, and cross‑functional teams to deliver strong service outcomes and continuous improvement across the market.

Requirements

Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
8–12+ years of experience in service operations, field service, or related environments
5+ years of experience leading teams and/or managing service networks
Experience working with third‑party service providers or contractor networks
Strong understanding of field service operations, vendor management, and service delivery models
Proven ability to manage performance through KPIs, data analysis, and operational metrics
Excellent communication and relationship management skills in a matrixed organization
Willingness to travel approximately 10–15% as required

Responsibilities

Lead, coach, and develop Regional Service Managers and ISP Administrators to drive performance and consistency
Establish and manage KPIs, goals, and performance expectations aligned with service delivery objectives
Manage operational budgets and support strategies for market growth and service optimization
Develop and execute ISP network strategies, including provider recruitment, onboarding, and retention
Negotiate service provider agreements, including labor rates and performance standards
Ensure sufficient ISP coverage and capacity to meet service demand across the market
Own service performance metrics, including customer satisfaction (NPS), cycle time, and resolution rates
Ensure effective coordination and end‑to‑end resolution of service work orders
Partner with cross‑functional teams to align service execution with business objectives
Lead continuous improvement initiatives to enhance service delivery, address operational gaps, and improve provider performance
Support implementation of new systems, tools, and operational processes across the service network