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Home Services, provider onboarding & background checks

Protecting Customer Trust

Home Services needed to onboard hundreds of technicians faster. I removed operational friction without weakening the background-check standards that protected customers.

RiskCompliance

The Problem

Home Services needed to onboard providers with hundreds of technicians faster. One proposal was to accept the background-check programs providers were already using - but most of those programs didn't meet our safety and quality standards.

Role
Senior Program Manager

What I did

  • Refused to frame it as "keep the slow process or lower the standard." The real question was which friction was unnecessary and which was a real control.
  • Worked the problem from the other direction: keep the background-check requirement, remove the operational friction.
  • Built a way to enter technicians in bulk instead of one by one, so providers could start the process at scale without weakening verification.

The Outcome

Providers could onboard hundreds of technicians without lowering the standard that mattered most: customers being able to trust the people entering their homes.

Efficiency and customer trust aren't competing goals. Sometimes the mechanism should change. The standard it protects should not.

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Laura Barry — Operations & Program Management
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