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Frontdoor Market Service Manager in Los Angeles, California

Summary

As the Market-Service Manager, you will be at the forefront of building Frontdoor’s new On-Demand business (recently launched as ProConnect) and have the opportunity to shape and drive the success of a highly strategic new venture. The Market-Service Manager is responsible for all operations related to new market launches and ongoing market performance health of our On-Demand business. With this business rapidly growing and expanding across the U.S., we are seeking someone who will partner with product, operations, marketing, and business intelligence to achieve the goal of launching new markets & services and maintaining and improving the metrics of existing markets. This position reports into the General Manager of the On-Demand business and will work collaboratively to shape the vision and implementation of this new and high-growth business unit in Frontdoor.

Responsibilities:

  • Monitor and drive the ongoing performance of markets and services with a focus on growing revenue, driving service quality & operational excellence, and increasing customer satisfaction

  • Make recommendations to improve market/service performance and create action plans and processes for operating teams to implement (including service provider recruitment, customer service, marketing, and product teams)

  • Design and build reports, dashboards, and metrics to measure and improve market, service, and pro operations. Work closely with Business Intelligence to create reports via BI tools (such as Domo)

  • Highly proficient in data analysis. Use Excel to perform analysis on data derived from multiple sources, distilling complex data patterns to produce top-level insights and actionable plans

  • Synthesize market analysis and create presentations and playbooks of findings and recommendations

Qualifications/Other Skills

  • Wake up every day obsess about how to remove the hassle out of our customers’ lives. We start with the customer and work backwards.

  • Loves problems, not solutions. Data-driven and analytical decision maker. Able to dive deep, use analytical skills to break down data to find root cause of problems and issues

  • Proven problem solver that can stack rank opportunities and have strong justification on how and why we should solve each problem

  • Strong working knowledge of Excel, including pivot tables, vlookups, chart making, etc.

  • A flexible team player who is looking to thrive in a fast-growing and rapidly changing environment, and demonstration that you’ve done so in the past

  • Do great things every day. A strong multitasker who proudly obsesses over details

  • Excellent organization and communication skills, and ability to work cross-functionally

  • Familiarity with marketplace models and/or home services a plus

  • Bachelor’s degree preferred; and/ or relevant work experience

  • P&L experience preferred

  • Prior experience as an operator and/or in a start-up, high-growth, complex environment

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as AHS Proconnect , an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com (http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Ffrontdoorhome.com&esheet=51890761&newsitemid=20181029005803&lan=en-US&anchor=frontdoorhome.com&index=2&md5=6947c38f3b6d24b5dad0a5d08663858e) .

Job Category: Marketing

ID: R0015126

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