Service Market Manager - Independent Service Providers

Consumer Care/Customer CarePermanentJob DescriptionJoin us to create change and have an impact in homes around the world.At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.Come, join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.Join us in our exciting quest to build the future home!Where you’ll be:This position will be based at our Corporate Headquarters located in Charlotte, NC.About the Role:The Service Market Manager – Independent Service Provider (ISP) leads end‑to‑end service performance across the United States, driving network optimization, customer experience, and operational results. This role is responsible for executing service strategies, managing ISP network performance, and ensuring high‑quality, cost‑effective service delivery. Acting as the link between strategy and execution, the Market Manager partners with Regional Service Managers, service providers, and cross‑functional teams to deliver strong service outcomes and continuous improvement across the market.Key Responsibilities:Lead, coach, and develop Regional Service Managers and ISP Administrators to drive performance and consistencyEstablish and manage KPIs, goals, and performance expectations aligned with service delivery objectivesManage operational budgets and support strategies for market growth and service optimizationDevelop and execute ISP network strategies, including provider recruitment, onboarding, and retentionNegotiate service provider agreements, including labor rates and performance standardsEnsure sufficient ISP coverage and capacity to meet service demand across the marketOwn service performance metrics, including customer satisfaction (NPS), cycle time, and resolution ratesEnsure effective coordination and end‑to‑end resolution of service work ordersPartner with cross‑functional teams to align service execution with business objectivesLead continuous improvement initiatives to enhance service delivery, address operational gaps, and improve provider performanceSupport implementation of new systems, tools, and operational processes across the service networkMinimum Qualifications:Bachelor’s degree in Business, Operations, or related field (or equivalent experience)8–12+ years of experience in service operations, field service, or related environments5+ years of experience leading teams and/or managing service networksExperience working with third‑party service providers or contractor networksStrong understanding of field service operations, vendor management, and service delivery modelsProven ability to manage performance through KPIs, data analysis, and operational metricsExcellent communication and relationship management skills in a matrixed organizationWillingness to travel approximately 10–15% as requiredBenefits include:Flexible work hours/hybrid work environmentMedical, dental, vision and life insuranceCompetitive holiday and vacation time off programRetirement Savings Plan (401(k)) with relevant company contribution.Discounted products and an EAP upon hire and tuition reimbursement after 12 months of servicePlease be advised that we are unable to offer visa sponsorship for this position at this time.Find more on: Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/ Electrolux Group Careers: https://career.electroluxgroup.com/global/enElectrolux Consumer Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through hrsnorthamerica@electrolux.com. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.