Job Description

Employment Category

Regular, Full-time

Travel Requirements

Limited (5-15%)

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Owns, authors, and maintains the B2B escalation and replacement playbook, including resolution criteria, replacement eligibility standards, approval thresholds, and partner-facing service-level commitments
• Formulates and revises operating policy for escalations, replacements, and warranty resolution; determine when and how established procedures should change to meet business and seasonal demands
• Designs and implements process improvements across the escalation lifecycle; author standard operating procedures used by internal teams and B2B partners
• Leads the operational onboarding of new B2B partners, defining the escalation and resolution procedures each partner will follow
• Analyzes escalation, replacement, and warranty claim volumes and trends; identify root causes, cost drivers, and partner-level performance issues
• Prepares and presents recurring performance reporting to leadership with recommendations on process changes, staffing and seasonality planning, and partner terms
• Evaluates the financial impact of replacement and concession decisions and recommend policy adjustments to reduce cost and cycle time
• Advises leadership on matters of significance affecting the B2B channel; recommendations from this position are relied upon in operational and partner decisions
• Serves as the senior resolution point for complex, disputed, or high-value B2B partner escalations, exercising independent judgment in selecting the resolution path (repair, replacement, or concession) for non-routine matters
• Interfaces directly with partner management to negotiate and resolve disputed claims and service failures
• Determines when deviation from standard procedure is warranted by circumstances and authorize exceptions within program guidelines

JOB REQUIREMENTS:

• Bachelors Degree
• 5-10 years of related experience
• 18 years of age or older

REQUIRED SKILLS:

• 5+ years of experience in service operations, order management, escalations, or warranty resolution; HVAC or major appliance industry experience strongly preferred
• Demonstrated experience designing or improving operational processes and writing standard operating procedures
• Strong analytical skills, including proficiency with Excel or comparable reporting tools; able to build reporting from raw operational data
• Experience managing external partner or vendor relationships, including negotiation of disputed matters
• Strong written and verbal communication skills; comfortable presenting findings and recommendations to senior leadership

Job Function

Field Management

Years Experience

5 - 10 Years Experience

Country

United States

Location City

Longwood

Work-In City

REMOTE

Work-In State

REMOTE

Work-In Postal Code

REMOTE

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#Remote, #HSCorporate, #HSSupport

Company Brand

Sears Home Services

Additional Compensation Explanation

N/A