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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

Primary Role

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.

Key Accountabilities

  • 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

  • Functional Expertise:*

  • 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

  • Business Acumen:*

  • 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

  • Engagement:*

  • 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.

  • Driving Results:*

  • 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


Develops Talent

Plans, Aligns, & Directs

Drives Engagement

Decision Quality

  • 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.