Jobs at HomeServe USA

Leads security architecture reviews and governance for enterprise services, applications, integrations, and cloud environments. Develops Zero Trust reference architectures, secure-by-design patterns, and DevSecOps guardrails across hybrid and multicloud platforms. Oversees AWS, API, Kubernetes, data, AI, third-party, and integration security; conducts risk assessments and maps controls to security frameworks. Guides incident response, compliance, PAM, remediation, and security strategy while mentoring security and delivery teams.

The Accounts Receivable Analyst processes high-volume payments, refunds, chargebacks, billing, receipts, write-offs, and customer account updates. Responsibilities include reconciling cashbooks and accounts to the Wennsoft General Ledger, analyzing aging reports, researching discrepancies, supporting collections, maintaining transaction records, preparing reports, and assisting with audits. The role requires strong Excel, accounting, analytical, organizational, communication, and multitasking skills in a fast-paced environment.

Processes and resolves enrollment exceptions, system rejections, audits, and data issues within SLA. Produces enrollment reports and metrics, identifies trends and root causes, supports user acceptance testing, partners with IT and business teams, and drives process improvements. Maintains SOPs and communicates operational insights, risks, and recommendations to leadership and stakeholders while ensuring accuracy, compliance, and enrollment performance.

Processes and verifies invoices, refunds, discounts, payment applications, and account maintenance requests. Investigates credit card, ACH, and check exceptions, responds to chargebacks, resolves billing discrepancies, maintains accurate reporting, and identifies process improvements. Uses Excel to track productivity and projects while meeting quality and service-level standards.

Leads hybrid infrastructure operations supporting 99.99% uptime across on-premises, data center, and AWS environments. Oversees cloud strategy, automation, observability, incident and change management, disaster recovery, compliance, budgets, capacity planning, internal engineering teams, and outsourced providers. Establishes operational standards, manages infrastructure lifecycle, drives continuous improvement, and serves as the executive escalation point for reliability and customer-impacting issues.

Leads and develops learning facilitators delivering new hire, product, process, technology, leadership, and upskilling programs. Oversees trainer performance, schedules, assignments, classroom capacity, certifications, attendance, and learning records. Partners with Operations, Quality, Workforce Management, and other stakeholders to align training with business needs. Evaluates learner and operational outcomes, improves speed-to-proficiency, supports technology and AI-enabled change initiatives, and conducts training when needed.

Recruits, sources, vets, and negotiates service rates with contractors across a multistate territory to build and maintain a qualified home-repair contractor network. Conducts outbound sales outreach, manages leads and competing priorities, verifies compliance and costing, maintains detailed records, presents recruitment performance reports, and completes occasional fieldwork. The role requires strong communication, negotiation, independent work, customer focus, and collaboration with contractor management teams.

Coordinates vendor calibrations, monitors and audits calls for quality, listens to focus-agent calls, handles customer escalations, coaches agents, manages reporting and promotional orders, processes login requests, coordinates ambassador meetings, and observes and documents training feedback.

Analyzes and validates data, documents requirements and data flows, deconstructs Alteryx workflows and Tableau reports, and identifies process improvements. The role uses SQL to profile data, supports data modeling and quality initiatives, collaborates with business stakeholders and Data Engineering, and develops validation frameworks and ad hoc analyses.

Build, publish, and maintain CMS-based e-commerce landing pages and product listings. Implement content, images, forms, CTAs, pricing, and promotions while following brand guidelines. Collaborate with marketing, creative, and product teams on campaigns, conduct cross-browser and device testing, troubleshoot CMS and styling issues, update pages, and identify opportunities to optimize the product catalog and online conversion performance.

Leads back-office communication and mail enrollment processing, supports ad hoc enrollment initiatives, mentors analysts, monitors operational performance, maintains procedures, resolves issues with vendors and IT, and identifies process improvement and automation opportunities. The role also supports departmental projects, testing, cross-functional initiatives, and backup management responsibilities.

Lead design, implementation, and monitoring of enterprise security controls and architecture. Perform advanced risk and vulnerability assessments, guide remediation, support incident response, and embed security into projects. Mentor junior staff, produce governance documentation, and evaluate emerging threats and technologies to strengthen overall security posture.

The Senior Marketing Specialist manages HomeServe's paid social campaigns, collaborates on strategy, analyzes performance data, and seeks new acquisition opportunities.

Leads training strategy and execution for a contact center sales environment, managing supervisors and learning teams across implementation, training, and curriculum design. Owns curriculum, scripting, AI literacy, blended delivery, quality audits, and data-informed learning improvements. Partners with cross-functional stakeholders to ensure compliance, improve employee performance, strengthen customer experience, and connect learning outcomes to conversion, quality, compliance, and CSAT metrics. Drives change leadership and human-AI collaboration initiatives.

Lead and scale agile transformation across multiple pods and programs; oversee planning, execution, and delivery; drive continuous improvement, risk mitigation, and executive-level metrics using Jira/Confluence; partner with Product and Technology leaders to align priorities and capacity.

Lead the technical vision and enterprise architecture for AI solutions. Design scalable, secure LLM and conversational AI deployment patterns, API integrations, and data architectures. Govern standards, collaborate with product, engineering, data, infrastructure, and security teams, and evaluate emerging AI platforms and technologies.

Manage assigned product lines, develop roadmaps, and drive product performance and customer experience. Collaborate cross-functionally (Partner Success, Legal, Marketing, Finance) for compliance and operations, support contact center product questions, analyze metrics and competition, and execute product research and development.

Handle internal escalations and mid-level complaint investigations, resolve and report outcomes, provide timely written responses, analyze root causes, collaborate across departments, manage customer expectations, and track key metrics.

Lead QA and business insights teams to transform contact center quality from manual monitoring to AI-driven transcription, automated scoring, and insight generation. Manage QA operations, calibrations, vendor compliance, and process optimization to drive revenue growth, retention, and operational efficiencies. Oversee training, change management, validation of AI outputs, reporting, and cross-functional implementation of improvement initiatives.

Install, maintain, troubleshoot, and repair residential heating, air conditioning and refrigeration systems. Coordinate with dispatch, manage inventory and tools, meet productivity and first-time-fix goals, respond to emergencies, and communicate effectively with customers while working independently.