Job Description

Job Description

$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.

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