VP of Sales Administration

Are you a dynamic and results-driven leader with a passion for driving operational excellence across customer-focused teams?

We’re seeking a Vice President of Sales Administration to lead the strategic direction and day-to-day operations of our Inbound Sales, SE Helpdesk, SE Admin, and Inside Sales departments.

This high-impact role requires a forward-thinking leader who can build strong internal and external partnerships, lead through change, optimize systems and processes, and empower teams to exceed expectations.

About Us – Fidelity National Home Warranty (FNHW)

Fidelity National Home Warranty (FNHW) is a trusted leader in home warranty services, providing homeowners and real estate professionals, and service providers with comprehensive coverage and exceptional service. As part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer the strength and stability of a nationally recognized brand while maintaining a commitment to personalized customer care. Our mission is to help homeowners protect their investments with reliable, cost-effective home warranty solutions.

Why Join Us?

• Industry Leader – Be part of a well-established home warranty provider and part of a Fortune 500 company.
• Career Growth – We invest in our employees with ongoing training, leadership development, and advancement opportunities.
• Competitive Compensation – Bonus potential and comprehensive benefits.
• Strong Company Culture – Join a team that values collaboration, innovation, and exceptional customer service.
• Work From Home & Travel – Enjoy flexibility while working from home, in the field, engaging with clients, and attending industry events.

• Oversees the day-to-day operations of Inbound Sales, SE Helpdesk, SE Admin and Inside Sales.
• Work collaboratively with Business Process Outsourcer (BPO-Alorica) Executives and Managers in the development of Inbound Sales Alorica team members through QA evaluations, huddles, and broader strategies for training, development, and coaching, ensuring continuous performance improvement and enhanced customer experience.
• Collaborate with FNHW and Alorica Workforce Management to optimize resource allocation ensuring proper staffing levels to meet call volume forecast and budget, including staff ramp up/ramp down plans, as required.
• Work together with FNHW and Alorica IT to ensure proper call flow through call routing logic, utilizing Interactive Voice Response (IVR) effectively for a seamless customer experience.
• Work in partnership with Legal, FNHW VP New Claim/BPO, and COO in the development and implementation of the BPO Master Service Agreement (MSA) and Statement of Work (SOW).
• Line of Business Owner for CRM Development and Product User Acceptance Testing (UAT).
• Identify areas for improvement in workflows and procedures to enhance efficiency and quality.
• Track and analyze key performance indicators (KPIs) for process improvement and resource allocation.
• Identify and resolve escalated operational issues applying creative problem solving.
• Ultimate decision-maker of team manager and team member new hires.
• Develop and execute clear, concise, and easily understandable departmental policies and procedures ensuring alignment with business needs and company policies.
• Lead and mentor, fostering a culture of collaboration and continuous improvement.
• Convey and set expectations, providing constructive feedback and open dialogue.
• Create and execute Performance Improvement Plans.
• Build and retain strong relationships with Sales Vice Presidents and Sales Executives, addressing their concerns and ensuring needs are met.
• Contribute to the development and implementation of strategic plans to achieve business objectives and adapt to changes in policy, technology, company and customer needs.
• Participate and present at field sales team meetings as required.
• Manage day-to-day operations of the FNHW Concord Headquarters.

• Bachelor’s degree preferred.

• Bachelor’s degree or five plus years of equivalent work experience in the home warranty or real estate related service industry
• A minimum of five years of Contact Center experience is essential. This includes experience with various communication channels, CRM platforms, contact center technology, and the ability to manage and lead teams.
• A minimum of five years of experience working with outside sales representatives, ideally within the title or home warranty industry.
• Knowledge of the real estate transaction process.
• Exceptional communication skills with the ability to communicate at all levels of an organization both internally and externally.
• Strong organizational, analytical, and management skills, with the ability to successfully manage and execute multiple projects simultaneously.
• Proven track record of taking ownership and driving results.
• Proficient in Microsoft Office – Word, Excel, TEAMS, and PowerPoint.

Physical Requirements:

This position operates in a clerical office setting. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

FNHW offers a competitive compensation and benefits package, which include:

• Group Medical/Dental/Vision
• 401k with company match
• Stock Purchase Plan with company match
• Paid vacation, sick leave, and holiday pay
• Service recognition program
• Commission pay