Head of Marketing Operations

Job Description

Job Description

Who we Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

Position Summary

The Head of Marketing Operations will be a member of the Acquisition Marketing Leadership team, responsible for all aspects of the execution, production and quality control of all marketing campaigns, specifically direct mail, email, digital marketing. This role will lead a team of marketing professionals and will work cross-functionally with other departments, in particular channel owners (Marketing Strategy), Analytics, Finance, the Strategic Partnership Group, the Contact Center, and IT to ensure timely and error-free delivery of all planned campaigns, help drive campaign performance at or above budgeted levels, and to ensure consistency in branding, messaging, and customer experience. 

This role will be based in our Naperville, Illinois, location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required. 

• Manage two teams responsible for all aspects of campaign execution at OHS: 
  • Campaign operations: this team takes business intent from channel strategy owners (direct mail, email, etc.), and owns preparatory and project management work to ensure successful campaign handoff to production. It is also responsible for long-term operational strategy and strives to improve both the quality and timelines of campaign execution. 
  • Production and QC: this team, taking input from campaign operations, manages the physical execution of campaigns, while ensuring adherence to quality and timing expectations. 
• Partner with Channel Strategy leaders, the Strategic Partnership Group, Retention and other major business stakeholders to define, manage, and ensure executability of OHS’s Campaign Calendar, comprised of acquisition marketing, cross-sell, retention and win-back campaigns, as well as renewal notices and other customer communications. 
• Partner with internal stakeholders (BI, IT, Contact Center, etc.) to manage the production planning and execution of all agreed upon campaigns across multiple execution channels, most importantly Direct Mail, email, online, SMS and outbound telemarketing. 
• Oversee the QA, testing and proofing processes to ensure 100% adherence to intent and timelines. 
• Work closely with the Strategic Partnership Group to coordinate timelines, approvals, asset exchanges with our multitude of partners and overall adherence to maximum quality standards. Help drive partner satisfaction metrics through flawless campaign execution. 
• Ensure adherence to brand standards (both internal and our Partners’) and best in class customer experience. 
• Partner with Finance and Marketing Analytics to develop, update and report on key operational metrics to measure the efficiency and success of the team’s work. Provide input to key strategic documents and reports, such as the Weekly and Monthly Business Reviews. 
• Manage outside print/production vendors and partners to maximize quality while minimizing cost and time to market. Evaluate new vendors and run RFPs as necessary. 
• Design and implement industry best practices in lean campaign execution management and quality control. Reduce timelines while improving execution quality. Build the business case for new tools/vendors, as necessary, to help achieve quality and speed to market objectives. 
• Manage and mentor a team of high performing associates. 

We’re Excited If This Is You

• 8+ years of progressive experience in positions within marketing operations, campaign execution and project management required.
• 5+ years in managing Direct Mail execution.
• 7+ years of experience leading, mentoring, and building high-performing teams, allocating and managing resources and setting/managing performance goals. This includes a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.  
• Strong leadership and interpersonal skills, with a track record of effectively communicating with and influencing stakeholders and executives, up to C-level. 
• Knowledge of the latest marketing automation, quality control and process design trends and best practices. 
• Strong analytical and problem-solving skills with the ability to generate insights from raw data and make data-driven decisions. 
• Hands-on Agile and process engineering experience is preferred. 

Computer Skills Needed to Perform the Job  

• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
• Able to learn and maneuver different software systems uses to perform daily jobs.

Education

Bachelor’s degree or equivalent work experience required. Graduate degree in business, marketing, operations or related fields is a strong plus.  

Certificates, Licenses, Registrations
n/a

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $191,250 - $253,750 USD Annually. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

• 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.
• 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
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.
Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.

Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
TQM / Re-Engineering: Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional / Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.