Service Market Manager - Independent Service Providers, Charlotte

Consumer Care/Customer Care Permanent Job Description

Join 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 endtoend 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 highquality, costeffective service delivery. Acting as the link between strategy and execution, the Market Manager partners with Regional Service Managers, service providers, and crossfunctional 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 consistency

Establish and manage KPIs, goals, and performance expectations aligned with service delivery objectives

Manage operational budgets and support strategies for market growth and service optimization

Develop and execute ISP network strategies, including provider recruitment, onboarding, and retention

Negotiate service provider agreements, including labor rates and performance standards

Ensure sufficient ISP coverage and capacity to meet service demand across the market

Own service performance metrics, including customer satisfaction (NPS), cycle time, and resolution rates

Ensure effective coordination and endtoend resolution of service work orders

Partner with crossfunctional teams to align service execution with business objectives

Lead continuous improvement initiatives to enhance service delivery, address operational gaps, and improve provider performance

Support implementation of new systems, tools, and operational processes across the service network

Minimum 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 environments

5+ years of experience leading teams and/or managing service networks

Experience working with thirdparty service providers or contractor networks

Strong understanding of field service operations, vendor management, and service delivery models

Proven ability to manage performance through KPIs, data analysis, and operational metrics

Excellent communication and relationship management skills in a matrixed organization

Willingness to travel approximately 10-15% as required

Benefits include: Flexible work hours/hybrid work environment

Medical, dental, vision and life insurance

Competitive holiday and vacation time off program

Retirement Savings Plan (401(k)) with relevant company contribution.

Discounted products and an EAP upon hire and tuition reimbursement after 12 months of service

Please be advised that we are unable to offer visa sponsorship for this position at this time. Find more on: Electrolux Group North America: Electrolux Group Careers: Electrolux 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 . The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.#LI-MH1