HomeServe USA

  • LeakBot Operations Manager

    Job Locations US-NJ-Jersey City | US-PA-Canonsburg | US-TN-Chattanooga | US-CT-Norwalk
    Job ID
    2018-2875
    Category
    HomeServe Labs
  • Overview

    HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!

    Responsibilities

    HomeServe Labs is a tech start-up wholly owned by HomeServe PLC, an international home assistance company. HomeServe Labs are developers of smart home tech and in June 2016 launched LeakBot, a smart water leak detector designed as an InsurTech IoT product for the home insurance industry. The role of LeakBot operations manager will cover:

    • LeakBot product support – Support the implementation & development of the local LeakBot product support team
    • LeakBot sales team – Support the implementation & development of the local LeakBot sales team
    • LeakBot network management – Support the implementation & development of the local LeakBot network team

     

    HomeServe Labs are looking for a dynamic, driven, solution orientated and highly organized individual who is comfortable in uncertain environments where aspects of the business model are still uncertain and in development. This role is involved in the full life cycle of building the business which includes building a network of engineers to repair leaks on the back of the device alerting, generating sales, and managing a staff of agents who will field customer inquiries.

     

    Specific accountabilities are detailed below:

    • LeakBot network management - Support the development of the local LeakBot engineer network
    • Support the implementation and development of the local leak location and fix process
      Support engineers in the field
    • LeakBot product support - Support the development and scalability of the local LeakBot product support contact center
    • Support the creation and implementation of all relevant processes to manage the local LeakBot product support contact center
    • Work with the product & development teams to develop Leak Central for LeakBot Ops agents
    • LeakBot sales - Support the set up, development and scalability of the local LeakBot sales support contact center
    • Support the creation and implementation of all relevant processes to manage the local LeakBot sales support contact center
    • Work with the product & development teams to develop Leak Central for LeakBot Ops agents

    Qualifications

    • Bachelor's degree in related discipline or equivalent experience preferred.
    • 5+ years of experience of working in an operational environment
    • 5+ years of experience of the process of managing claims and working with a network of engineers
    • 5+ years of experience working in a customer facing call center environment
    • Ability to work independently
    • Supervisory experience and a proven ability to provide feedback and findings to members of the team
    • Good project management and analytical skills
    • Self-motivated, strong attention to detail, and results driven.
    • Knowledge of Microsoft office/similar programs (Google drive)
    • Ability to work in a fast-paced, results-oriented environment; across functional areas and multiple locations.
    • Technical background preferred, in order to understand and challenge the product functionality as and when required
    • Familiarity with Business Model Innovation and Lean Startup principles (identifying assumptions, running experiments) preferred
    • Supervisory experience preferred
    • IoT experience desired

    In return we offer

    • Competitive compensation
    • Career development and advancement opportunities
    • Business-casual attire throughout the week
    • Friendly, open and team oriented work atmosphere
    • Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match

     

    HomeServe USA is an affirmative action / equal opportunity employer.

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