$120-140K (negotiable for the right person)
Full-time, in -office
Location: Sunrise, FL
Industry: Home Services
Overview
We are seeking an experienced Director-level professional from the home services industry to run and manage our network of service contractors while ensuring exceptional homeowner experiences. The ideal candidate will have a background in service network management, contractor relations, claims authorization, and preferably hands-on trade knowledge (plumbing, HVAC, heating, electrical, or related). This role requires a balance of management, 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.
