Manager, Service Orders in HOFFMAN EST, IL at Sears Home Services

Date Posted: 6/20/2019

Job Snapshot

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Job Description

Req/Job ID: 974253BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 08373: Sears A&E Factory Services

The Mgr, Service Orders Operations is responsible for the overall performance of A&E/Sears service provided for their respective channel (e.g. Third Party Administrators, Protection Agreements, Original Equipment Manufacturers, Home Warranty, and Retailer) and is accountable for targeted A&E/Sears channel performance metrics. This position partners with field and headquarters leadership teams to implement national strategies while marketing the A&E/Sears brands. This position serves as the Single Point of Contact (SPOC) managing the interface between the external/internal client, business development, sales, Project Management Office (PMO) and field operations.

The typical Mgr, Channel Operations is responsible for the support of 300-800K service calls or $30 -$80M in revenue within their channel. Oversees relationship with third party vendor A&E.

Job Requirements

  • Serves as the operations advocate for the client to develop and install the channel Voice of Client (VOC) throughout the field.
  • Analyzes and reports daily, monthly and annual A&E/Sears service business performance trends (revenue, cost management, profitability, customer satisfaction, etc.) for the overall business. Develops and implements strategic solutions to improve business performance and meet EBITDA goals
  • Drives and communicates business level reporting. Monitors and addresses field compliance and problem resolution
  • Develops and conducts large client operational review with field. Functions as the primary resource for external ops reviews
  • Manages ongoing process evaluation and continuous improvement resource for overall service management processes
  • Identifies and resolves performance gaps within the field by partnering with field operations and shared services leadership
  • The typical Mgr., Channel Operations is responsible for the support of 300-800K service calls or $30 -$80M in revenue within their channel across the in home repair services.

  • Bachelor's degree preferred (but not required) in Business Administration, Supply Chain or Computer Science
  • 8-10 years of professional experience in a similar role
  • Demonstrate the ability to create strategy and manage the tactical details
  • Ability to handle stressful situations, multi task, make effective decisions, and manage time effectively while working in a fast-paced environment
  • Excellent two-way communication skills (verbal and written) with both internal and external customers
  • Service order management experience/knowledge of the inputs and outputs of the process (order creation, flow thru, statuses, payment process, etc.)
  • Process engineer or process management experience
  • Proficiency in MS Excel



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