Flexible Service and Support Levels (FSSL) Program Manager

United States Job Openings

Sears Home Services

FULL TIME

November 14, 2024

JOB SCOPE:
The FSSL (Flexible Service and Support Levels) Program Manager is responsible for designing and leading all aspects of the FSSL (Flexible Service and Support Levels) Program at Sears Home Services.

JOB SUMMARY:
The FSSL (Flexible Service and Support Levels) Program Manager is responsible for the designing, implementation, and continuously improvement of the Sears Home Services FSSL program. The FSSL Program Manager is also responsible for ensuring the program is aligned with Sears business objectives, enhances operational efficiency, and meets the evolving needs of our clients. This position works with cross-functional teams to establish, monitor, and refine FSSL standards and procedures.

REPORTS TO:
Dir, In-Home Field Ops

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

Develops and launches a comprehensive FSSL program, including setting performance standards, defining service levels, and establishing escalation paths
Designs processes that streamline FSSL operations, improve response times, and increase service quality. Continuously assess and improves these processes to drive program efficiency
Recruits, onboards, and mentors technicians who are a part of the FSSL program. Develops and implements training programs that ensure team members can effectively manage and deliver service levels
Works closely with key stakeholders across departments (e.g., Operations, Customer Support, IT) to ensure alignment on program objectives and integration with company-wide initiatives
Monitors program metrics, analyzes performance data, and reports on progress to senior leadership. Identifies trends, addresses service gaps, and proposes corrective actions as needed
Ensures that all FSSL procedures comply with company policies, industry regulations, and quality standards. Develops quality assurance protocols to monitor compliance and service quality
Drives a customer-focused mindset within the program, with a strong emphasis on delivering a positive client experience through consistent service levels and supports responsiveness

JOB REQUIREMENTS:

Bachelors Degree
5-10 years of related experience
Up to 25% travel
18 years of age or older

REQUIRED SKILLS:

Demonstrated experience in building, leading, and mentoring a team to meet and exceed program objectives.
Ability to rapidly determine a root cause of a problem and affect a solution often under fluid and stressful conditions
Excellent written and verbal communication skills with the ability to effectively engage and influence stakeholders at all levels.
Skilled in project management with the ability to prioritize, manage multiple projects, and meet deadlines in a fast-paced environment.
Ability to effectively communicate with Region and National Leadership team on a recurring basis using effective oral and written communications skills
Ability to multi-task and effectively manage time
Ability to be a Team Player able to demonstrate a collaborative approach to team relationships with all Region Staff and when required; other Transform Co Organizations
Strong ability to analyze data, identify trends, and make data-driven decisions.

PREFERRED SKILLS:

Proficiency in data analysis tools is a plus.

Years Experience

5 - 10 Years Experience

Travel Requirements

Moderate (15-30%)

Country

United States

Work-In City

REMOTE

Work-In State

REMOTE

Work-In Postal Code

REMOTE

Business

Transformco Corporate

Job Function

Field Management

Employment Category

Regular, Full-time

Compensation Range

Additional Compensation Explanation

N/A

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#Remote, #HSSupport

Company Brand

Sears Home Services

Location City

Melrose Park

We regret to inform you that this job opportunity is no longer available as it has expired

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