Partners Operations Manager

Company: American Water Resources LLC
Location: Naperville
Posted on: February 15, 2026

Job Description:

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 nearly 2 million customers across 43 states. We partner with 13 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 This individual contributor role supports the day-to-day operations and success of Oncourse Home Solutions’ partnerships ( utilities, municipalities, and other affinity partners with whom we collaborate to reach customers). The Partner Operations Manager is responsible for strengthening partner relationships, reviewing and approving partner specific marketing materials, and ensuring a positive customer experience for homeowners enrolled through each partner program. This role uses data and insights to monitor performance and deliver high quality reporting on key partner KPIs, including customer satisfaction scores, service level compliance, escalation trends, and program growth metrics. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required. Responsibilities include but are not limited to: Responsible for interactions with existing partners and error-free communications, including monitoring operations. Recommend optimizing strategies, completing high-quality reporting for regular executive-level business review content, communication and reviews of marketing initiatives, billing, quality, and regulatory compliance. Responsible for monitoring and ensuring compliance with requirements specified in partnership contracts, including service level, quality, customer escalations, and customer satisfaction scores. Collaborate with General Management and Partnerships counterparts and other internal cross-functional departments to ensure partnerships are successful. Provide ongoing operational guidance in alignment with annual account strategies. Serve as project sponsor for partnerships, including setting internal and external expectations, managing timelines, and ensuring cross-functional alignment. Serve as one of the primary points of contact in addressing customer account complaints and escalations, proactively driving efforts to mitigate the impact and instituting a control process. Provide strong analytical support, delivering timely, accurate performance reports, record reconciliations, and status updates for select partnership accounts. Identify key processes, benchmarks performance, monitors operation, and recommends optimizing strategies, programs, and reports. Demonstrates the functional and technical knowledge and skills to do the job at a high level of accomplishment. We're Excited if this is You! Experience and Qualifications of the Role: 5 years of experience in sales, client management, or business operations roles. Proven expertise in partnerships and/or operations management, including affinity and brand partnerships, marketing initiatives, performance reports, sales programs, operational coordination. Industry background in municipalities, utilities, or public private partnerships strongly preferred, with the ability to navigate complex stakeholder environments. Prior experience in insurance, warranty, or service provider industries is highly desirable, particularly in roles involving commercial partnerships or operational oversight. Ability to learn and adapt to new problems, organizational agility, strong problem-solving skills. Ability to use time effectively and efficiently. Excellent communication and presentation skills. Highly developed customer service skills. Computer Skills Needed to Perform the Job: Proficiency in Microsoft O365, especially Excel and PowerPoint Familiarity with Salesforce, Dispatch-Me, and Looker are a plus but not necessary Familiarity with AI tools (e.g., ChatGPT, CoPilot) Education: Bachelor’s Degree in Business or Marketing, or equivalent experience. Certificates, Licenses, Registrations: Preferred: Experience in retail warranty or energy business and client relations. Preferred: Good Project Management skills. 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 $87,040 - $114,000 USD Yearly. 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. Join our SUPER Team and Enjoy Amazing Benefits! 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 : Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise. Command Skills: Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges. Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. 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. Ethics and Values: Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Keywords: American Water Resources LLC, DeKalb , Partners Operations Manager, Sales , Naperville, Illinois