Job Description
Job Description
We are seeking an experienced professional from the home services industry to oversee and manage our network of service contractors while ensuring exceptional homeowner experiences. The ideal candidate will have a background in service networkmanagement, contractor relations, claims authorization, and preferably hands-on trade knowledge (plumbing, HVAC, heating, electrical, or related). This role requires a balance of operational oversight, policy compliance, and customer-facing communication.
Key Responsibilities
- Contractor Network Development & Management
- Build, expand, and maintain a reliable network of contractors across multiple service categories (HVAC, plumbing, electrical, appliances, roofing, etc.).
- Negotiate service rates, availability expectations, and performance standards.
- Assist in development a contractor incentive and retention program to maintain quality service providers.
- Oversee incentive and retention program
- Claims Authorization & Policy Compliance
- Review and authorize homeowner claims for repair or replacement based on policy terms and coverage guidelines.
- Apply technical knowledge to assess service recommendations and verify contractor estimates.
- Ensure accurate and fair adjudication of claims while balancing customer satisfaction and cost control.
- Homeowner Communication
- Serve as an escalated point of contact for homeowners and contractors regarding the scope of claims, repair approvals, and replacement authorizations.
- Clearly explain policy coverage, limitations, and claim resolutions in a professional and empathetic manner.
- Manage escalations to ensure positive customer experiences.
- Contractor Performance Oversight
- Create and maintain a grading/evaluation system for contractor performance, including response time, quality of work, customer feedback, and adherence to company standards.
- Implement performance improvement plans when necessary and replace underperforming contractors.
- Operational Support & Reporting
- Track claim resolution timelines, contractor performance, and homeowner satisfaction metrics.
- Provide data-driven insights and recommendations to improve network efficiency and claim turnaround times.
- Collaborate with internal teams (claims, customer service, finance) to streamline processes and reduce operational friction.
Qualifications
- Proven experience in the home services industry, with direct involvement in service network administration, trade instruction or claims authorization.
- Strong knowledge of home warranty policies, contractor operations, and repair/replacement cost structures.
- Experience and/or licensure in skilled trades such as plumbing, HVAC, heating, or electrical
- Excellent communication skills with the ability to manage both contractors and homeowners effectively.
- Strong negotiation, conflict resolution, and relationship management skills.
- Analytical mindset with experience using performance metrics and reports.
- Ability to balance cost efficiency with customer satisfaction.
Preferred Skills
- Licensed contractor or technician background (plumbing, HVAC, electrical, or related trades).
- Experience designing and managing contractor incentive programs.
- Knowledge of compliance/regulatory requirements in the home warranty sector.
- Familiarity with contractor management systems, claims management platforms, and customer communication tools.