American Water Director, Field Operations in Naperville, Illinois
Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit www.amwater.com.
The Director of Field Operations is responsible for the overall operational performance of the home services network with primary support warranty business. Reporting to the Vice President of Operations, this position plays an active role in the leadership team and requires day-to-day strategic planning and thinking.
The Director of Field Operations includes building and monitoring of performance of a service network to support the business objectives driving efficient and effective operating results. This role is required to plan, develop and implement corporate operations policies, procedures and business performance objectives to increase revenue opportunities and manage claims costs. This is an operational role that is key to delivering a best-in-class customer experience, ensuring company image is managed in the communities they service. Safety and quality of customer experience is of upmost importance.
Day-to-day management and monitoring of the service network to support business objectives driving efficient and effective operating results – delivering key partner KPIs
Manage claims and all provider-driven and department costs to budget.
Recruit a strong third-party network to align with the trade and geographic requirements of the business.
Negotiate partnerships with third party home service companies that drive cost savings and provider engagement.
Support overflow for internal HVAC volume, in addition to other trades in support of the warranty and leasing businesses.
Ensure compliance with all rules, licensing, policies, procedures, regulations, safety and reliability standards at a Corporate and local level.
Work with Business Development team to create and implement strategies to increase revenue opportunities
Represent the field network on technology roadmap recommendations
Project management oversight and functions are on-going requirements
Provide expertise and insights on the changing dynamics and trends in home services trades
Lead a team of approximately 50 employees focused on field operations
Operations strategy development including KPI’s and standardized ops reporting
Building a selling culture to recruit third-party providers to American Water
Defining a unique value proposition and negotiating agreements to attract third-party providers
Lifecycle management of all third-party home service companies – from recruiting, to negotiating fee structure to performance management
Institute continuous improvement strategies across tactical teams streamlining operations
Support organizational planning, growth objectives and cost control strategies
Participate and support business and system integration activities between functional areas
Identify process and technology improvements aimed at improving workforce efficiency and engagement while maximizing machine automation of job flow
Manage and develop staff for individual growth and department stability
Proven leadership abilities including project management and operational efficiency initiatives
Ability to navigate financial and operational reports, recognizing challenges and opportunities
Experience developing and maintain comprehensive management tools for performance
Familiarity with continuous improvement methodologies
Experience with project methodologies and execution
Familiarity with extended warranty plans, energy savings plans, connected home advancements and target market strategies
Ability to analyze and interpret financial and performance variances and define corrective measures necessary to meet operational and financial targets
Propose recommendations and makes decisions that correct business variances
Identify potential opportunities/challenges and recommends potential mitigation strategies
Develops and supports technology, processes and procedure changes resulting from root cause analysis, best practices or experience to increase opportunities for productivity, customer satisfaction and improved safety performance.
Support compliance and safety management best practices
Day-to-day operational engagement and oversight
Leadership and development for business continuity and succession
Support client relations call center operations and shared services strategies
Support and provide counsel to business development & client engagement opportunities
Manages staff selection and performance development through analysis and evaluation of coaching and training opportunities.
Balances external stakeholder (customer, regulatory agency, permitting jurisdiction) needs with company goals and objectives to reach a favorable resolution for stakeholder concerns.
Accountable for the efficiency of operations including cost control
Identify and recruit to fill gaps and necessary growth in provider network
On-going analysis of overall operational performance and team redirection as needed
Manage pulse of operational health including workload, staffing and performance
Passes all operational audits and implements corrective actions as required
Manages and sets operational metrics including cost per claim, productivity per job, safety adherence, service provider coverage, inventory levels, customer, employee and third-party company satisfaction, claim & workload productivity and quality measures.
Required: 10 years + managing moderately sized groups for operations, projects, field and support functions.
Preferred: Home services trades and warranty business experience.
Required: Bachelor’s degree in Accounting, Finance, Business, Operations or comparable
Strongly Preferred: Master’s Degree in related field or PMP certification
Prioritizes & Role Models Safety
Plans, Aligns, & Directs
Join American Water...We Keep Life Flowing*™
American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.