Job description

Area Manager – Service Network
Cinch makes it easy for everyone to enjoy their home to the fullest, regardless of whether they own or rent. Building upon 40 years of proven experience, Cinch uses smart, modern tools and a seamless customer support network to remove the guesswork around preventing, diagnosing, and solving a wide variety of home-related issues. The In-Home Services organization within Cinch is a newly formed business unit central to the strategic ambitions for the company. In-Home Services will transform Cinch’s business through the use of technology, sales, On-Demand home services, and warranty products. The In-Home Services organization and Cinch share genuine commitment to providing unmatched service and value, ensuring effortless control over the ever-evolving life of a home.

Purpose:
Reporting to the Service Pro Leader, the Area Manager is responsible for ensuring superior consumer experiences for all Cinch customers by serving as the primary liaison between Cinch Home Services and the independent service network. Area Manager’s support Cinch warranty and sales organizations by overseeing the independent service network, including large Third-Party Accounts (TPA), seeking out opportunities to minimize overall cost-to-serve, and maximizing revenue generation through Direct-to-Consumer warranty programs within their assigned area. Analyzing business needs and building action plans to meet those needs are the key responsibilities of this role. The Area Manager will strive to enhance the talents and service delivery of their assigned territory by hiring, negotiating, terminating, and providing performance management of service contractors. This is an in-market field-based position.
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Responsibilities:
Analysis, Strategic Planning, and Execution

• Continuously monitors network financials, service delivery, and coverage for assigned territories.
• Documents strategic plans to continuously improve metrics related to territory financials and/or service delivery.
• Builds, executes, and monitors plans to achieve favorable business results.

Relationship Building and Service Provider Development:

• Drives Cinch technology adoption across all 3rd Party Service Providers. Coach providers on Cinch Mobile App/Platforms, with the goal of +90% usage on all repairs Regularly visits/contacts territory service providers with the intention of promoting the business relationship.
• Provides sales training on point of need and ancillary service offers. (Service Extend, Point-of-Need, Cinch On Demand)
• Ensures service capacity is in place to meet service demand and maximize service options. This includes monitoring of coverage and capacity to identify gaps and recruiting and hiring service companies to meet the business demand.
• Leverages available reporting suite and audits aggregates of claims to identify targets for improvement.
• Seek out and aggressively pursue areas of opportunity for improvement in customer service and cost containment. (Repair severity, claim costs, etc.)
• Negotiate service call rates with new and existing service providers.
• Delivers and attains regular feedback to service providers and process improvement.
• Tech ride along visits with key providers to provide insight on process improvement and offer development to business partners.
• Remains abreast to the latest industry best practices.
• Acts as a liaison between Cinch Home Services and assigned service providers.
• Assists with claims escalations.

Service Provider Integration:

• Assist with onboarding and initial training of service provider.
• Analyzes and promotes coverage areas which provide financial, service delivery, or coverage improvements.
• Establishes point of contact between service provider and Cinch Home Services.
• Solicits and shares expectations related to network membership.
• Prepares providers for seamless interactions with various internal business units and systems.
• Assists trade show/site visit recruiting activities within region.

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years previous management experience with an emphasis on business-to-business
• 3+ years leading in a coaching and development environment.
• Proven experience in managing or working with field service or in-home service delivery trades

Desired Qualifications:

• 5 years minimum experience in the service industry.
• Service Technician Management experience.
• 4-year degree and/or certification/licensing in a commercial/residential service trade
• Aptitude/Understand of repair processes, parts and components within residential Appliances, HVAC, Plumbing and/or Electrical systems.
• Experience with strategic planning to produce favorable business results.

Essential Skills:

• Ability to review large amounts of data and deduce logical conclusions.
• Ability to perform effectively under conditions of variable workload/ priorities.
• Ability to express ideas clearly and concisely, both orally and in writing.
• Ability to read, understand and summarize contract verbiage such as service provider or home warranty agreements.
• Ability to travel 75%+ within assigned area.
• Basic PC knowledge, internet usage including proficiency in MS Office applications (Word, Excel, Outlook, Access)

Job Type: Full-time

Pay: $85,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Mileage reimbursement
• Paid time off
• Travel reimbursement
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Monday to Friday
• No nights

Application Question(s):

• Do you reside in the North Central Area ( NE, MO, MN, or IL)?

Experience:

• Direct sales: 3 years (Preferred)
• Leadership: 3 years (Preferred)

Willingness to travel:

• 75% (Preferred)

Work Location: Remote

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