VP - Salesforce and Core Applications
Location
Naperville, Illinois, United States
Role
Other
Contract
Contract
Salary
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Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.
Located at our office in Naperville our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required (generally in-office T-TH and remote M & F).
Position Summary:
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.
Located at our office in Naperville our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required (generally in-office T-TH and remote M & F).
Position Summary:
Reporting to the CIO, the VP of Salesforce and Core Applications will provide strategic leadership and oversight into multiple functions within the technology department, including Call Center technologies, ERP systems and Custom applications. As a member of the IT senior leadership team, this role is an influential role, making investment and priority trade-off decisions, negotiating, and managing critical priorities, and recruiting and developing high-performing teams. This role will be working tirelessly, ensuring the successful delivery of IT projects, maintaining high-quality standards across systems and processes, and driving continuous improvement initiatives.
The successful candidate is a dynamic professional with a proven track record in executing projects swiftly and precisely. The ideal candidate will excel in agile decision-making, responsive problem-solving, and ensuring quick turnaround on critical IT issues while fostering a collaborative environment. We value a results-driven leader who consistently achieves aggressive goals, thrives in ambiguous environments, and demonstrates adaptability and strategic acumen. If you have a history of navigating uncertainty while inspiring and guiding your team to success.
Responsibilities include but not limited to:
- Direct accountability to maintain technology teams across our Contact center and Core applications that include Salesforce Sales and Service CRM, Amazon Connect telephony, Oracle ERP, Claims System, Call analytics, and agent workforce management.
- Lead and inspire the Salesforce and Core application teams to engage with the business and identify new functionality, develop compelling business cases, prioritize projects, and develop plans that maximize return on investment for the company.
- Foster a strong customer service mind-set throughout the application development team, while championing thought leadership and partnership with the business.
- Identify, assess, and mitigate delivery risks and quality issues to minimize potential disruptions and ensure successful project outcomes. Demonstrate action-oriented leadership by confronting direct reports and addressing performance issues in a timely and professional manner.
- Identify emerging technology trends, especially in SaaS solutions, cloud computing, automation and DevOps and ensure the company is leveraging them when appropriate to increase efficiency, reduce costs, and drive value.
- Define and track key performance indicators (KPIs) to measure the success and performance of the engineering teams, driving accountability for results. Foster a culture of transparency and a sense of purpose among the team, challenging old paradigms while creating clear accountabilities and performance metrics.
- Build and maintain positive relationships with key stakeholders, including business leaders, executives, and technology partners, to ensure alignment and support for IT initiatives.
- Develop, implement, and monitor software development policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
- Manage Product vendors and System integration partner relationships and negotiating contracts to procure resources and technology solutions, assuring lowest possible cost of ownership.
- Collaborate with the project management & QA to define releases, negotiate, and drive platform implementation to meet requirements while reducing tech debt.
- Build strong collaboration with other IT leaders, with an emphasis on optimizing overall IT value to the business, versus individual team successes.
We're Excited if this is You
- Passionate for supersonic speed, thinking of solutions outside the box, while constantly challenging the team for quick and nimble outcomes on several priorities simultaneously.
- Results-driven leader who consistently achieves aggressive goals, thrives in ambiguous environments, and demonstrates adaptability and strategic acumen.
- Excel in agile decision-making, responsive problem-solving, and ensuring quick turnaround on critical IT issues.
- Customer-focused attitude, with a high level of professionalism and discretion.
- Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
- A strategic thinker who can roll up their sleeves and do the work
- Strong organizational planning skills and open to leveraging teams from vendor partners, onshore and offshore.
- Building relationships with internal and external stakeholders.
Experience and Qualifications of this Role
- Bachelor’s degree in computer science or technology (or relevant experience required).
- MS, MBA, or related advanced degree (preferred).
- 15+ years of experience in leading architecture, design, development, implementation, and support of complex enterprise-class IT solutions.
- 7+ years’ experience in an engineering leadership role including coaching/mentoring of level 2 managers.
- 7+ years’ experience directly managing implementation and enhancement of Salesforce Sales and Service CRM solution with focus on reduced call handling time, knowledge management, and agent performance.
- Experience with Oracle ERP, Amazon connect, Workforce management systems, Net/C#, Java, Rest API’s, Data and Analytics, DevOps is strongly preferred.
- Hands-on experience with a variety of technologies from infrastructure to systems development to cloud architecture and SaaS. Must be able to dive deep with the team and guide the work to ensure a proper delivery of needed outcomes.
- Excellent communication, negotiation, and stakeholder management skills.
- Proven ability to drive change, foster innovation, and deliver results in a complex organizational setting.
- Strategic thinker with the ability to translate business objectives into actionable plans and initiatives.
- Strong leadership and team-building skills, with a track record of developing and motivating high-performing teams.
- Deep experience managing budgets, optimizing cloud costs, and managing vendor relationships.
- Experience in creating technical KPIs, goals, and performance metrics to ensure high quality of delivery, while driving continuous improvement throughout the organization.
Certificates, Licenses, Registrations
Salesforce Lightning
Salesforce Lightning
Computer Skills Needed to Perform this Job
Proficiency in Microsoft O365
Join our SUPER Team and Enjoy Amazing Benefits!
Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Deferred Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Competencies
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Managerial Courage - Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Confronting Direct Reports - Deals with problem direct reports firmly and in a timely manner; doesn't allow problems to fester; regularly reviews performance and holds timely discussions; can make negative decisions when all other efforts fail; deals effectively with troublemakers.
Timely Decision Making - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Managerial Courage - Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Confronting Direct Reports - Deals with problem direct reports firmly and in a timely manner; doesn't allow problems to fester; regularly reviews performance and holds timely discussions; can make negative decisions when all other efforts fail; deals effectively with troublemakers.
Education
Required- Bachelors or better in Computer Science or related field
- Masters or better
Oncourse Home Solutions
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