Leadership Team

Meet the people who drive the HomeServe mission

John Kitzie

John Kitzie

Chief Executive Officer


John Kitzie was appointed Chief Executive Officer of HomeServe North America in April 2018.  Prior to assuming this role, John served as Chief Operating Officer of HomeServe USA since joining the company in October 2012.  As COO, John had oversight of the company’s customer operations, service delivery, information systems and business transformation initiatives.

John has extensive senior-level experience in areas such as Customer Service, Supplier Network Operations, Contact and Fulfillment centers and Client Relationship Management. John’s 30 plus years in business span across the consumer electronic, retail, direct ship supply chain, and customer service industries.

Prior to HomeServe, John served as Executive Vice President of Operations for Affinion Group where he was responsible for contact centers, fulfillment, merchandising, supply chain, procurement and telecommunications. Prior to joining Affinion Group, John served as President of Savemart and Senior Vice President of Vcommerce.

Hilary Glassman

Hilary Glassman

General Counsel


Hilary Glassman was appointed General Counsel of HomeServe USA in March 2013. Hilary has responsibility for all legal and compliance matters affecting the company. Prior to joining HomeServe, Hilary served as the Senior Vice President, General Counsel and Corporate Secretary of Citadel Broadcasting Company, a publicly traded radio broadcasting company. Prior to Citadel, Hilary was Senior Vice President, General Counsel and Corporate Secretary of Frontier Communications Corporation, a publicly traded communications company. Hilary began her career at Weil, Gotshal & Manges (an international law firm) and has over 25 years of legal experience representing companies in most aspects of the law, including marketing reviews, employment, mergers and acquisitions, financing and public company compliance issues. Hilary also has significant experience in corporate governance matters.

Hilary holds a Bachelor of Science degree in Accounting from The Stern School of Business Undergraduate College at New York University and a Juris Doctorate from New York University School of Law.

Rich Gannon

Rich Gannon

Chief Financial Officer


Rich Gannon is the Chief Financial Officer of HomeServe USA and joined the organization in August 2015.  He is responsible for the finance function and oversees Accounting, M&A, Financial Planning & Analysis, Sourcing, Tax and Financial Systems operations.  Rich brings an extensive record of professional accomplishments and a unique blend of experience, having successfully led both the Operations and Finance divisions for well-known and dynamic organizations.  Most recently Rich was the Chief Operating Officer for Consumer Reports and for the ten years prior to that, served as their Chief Financial Officer.  Before joining Consumer Reports in 2003, Rich was a senior executive with Gartner Inc. where he held senior executive positions as their Chief Operating Officer for Research & Advisory Services, North America Chief Financial Officer and Corporate Controller.

Rich is a CPA and honed his accounting and reporting skills at PriceWaterhouseCoopers.  Rich graduated from the University of Connecticut.

Bill Graham

Bill Graham

Chief Marketing Officer


Bill Graham is Chief Marketing Officer for HomeServe USA and is responsible for multi-channel Marketing, Product Management, Retention, Data Analytics, Creative Services, and Digital properties. Previously at HomeServe, Bill was Chief Digital Officer and the first Managing Director of HomeServe PLC’s Global Digital Hub, based in London. There he was charged with implementing best practices and providing a common framework for the digital businesses across HomeServe’s six operating countries. Bill joined HomeServe from Prospectiv Direct, an online marketing services, retention management and customer acquisition firm, where he was co-Chief Executive Officer.

Bill has also held positions at Affinion Group, where he served as Chief Marketing Officer for the domestic membership and insurance businesses, and as President of Affinion International, a $250 million division operating in 14 countries in Europe. Prior to his tenure at Affinion, he held senior digital roles with Netmarket Group, a Cendant company, and zUniversity.com.

Bill received his undergraduate degree from Harvard University, and his MBA from Northwestern’s Kellogg School of Management.

Mike Rauscher

Mike Rauscher

Chief Relationship Officer


Mike Rauscher, Chief Relationship Officer, joined HomeServe USA December 2008 and served as CMO for seven years. Mike is responsible for Management of all US water and energy partnerships and profitability, sales-through-service/IVR channels, new partner launches, and securing organic growth opportunities.

He brings more than 25 years of experience in the marketing of affinity branded membership clubs and insurance programs. Prior to joining HomeServe, he most recently served as Executive Vice President of Marketing Services for Affinion Group. Prior to that he served as President of Benefits Consultants, Inc. a direct marketer of consumer insurance products.

Deb Dulsky

Deb Dulsky

Chief Strategy Officer


Deb Dulsky is the Chief Strategy Officer of HomeServe USA, with responsibility for growth initiatives in North America. She has 20 years of experience in marketing, client services, operations, product development and general management from a combination of corporate and independent consulting assignments in the US and abroad.

Prior to joining HomeServe, Deb led the Marketing Solutions division in the Americas of Williams Lea, a $2 billion business process outsourcing unit of Deutsche Post DHL AG. She was also the Senior Vice President of Business Development and Client Solutions for Affinion Group, a $1.4 billion dollar international marketing company. Deb previously sat on the board of The Ambassadors Group (NASDAQ: EPAX), a socially conscious student educational and travel firm.

Mike Backus

Michael Backus

Chief Sales Officer


Michael Backus serves as Chief Sales Officer, leading all business development efforts in the water and energy utility sectors, as well as PR. He has been with HomeServe since April 2007. Previously at HomeServe, Mike ran Account Management, with responsibility for HomeServe’s utility partnerships. He has also had overall responsibility for our internal contact center operations, which included Inbound Sales, Customer Service, and Service Delivery teams as well as all supporting functions, including workforce management, training and quality, as well as customer experience. Prior to HomeServe,  Mike has held management roles in leading call center, account management, and sales teams in a variety of industries for companies such as MBNA, TeleTech, and HSBC.  Mike has a Bachelor’s of Arts degree in Economics from Rutgers University.

Rob Judson

Rob Judson

Executive Vice President of Customer Experience


Rob Judson is Executive Vice President of Customer Experience for HomeServe North America. His oversight includes the life cycle of the customer journey at HomeServe, from our contact center operations to field service delivery to the contractor network.  Rob joined our U.K. operations in 2004, where he started his HomeServe career as a front line contact center employee before progressing up the ranks to ultimately lead all outsourced operations in the U.K.
 
In 2011, Rob transitioned to the U.S. business to serve as Director of Customer Value. He has assumed increasing responsibilities that led to becoming SVP of Contact Center Operations, which included oversight of customer service, sales and claims contact center operations along with supporting functions such as workforce management, quality assurance, customer advocacy and contact center training.  
John Oliverio

John Oliverio

Senior Vice President, Chief Human Resources Officer


John Oliverio is the Chief Human Resources Officer of HomeServe North America and joined the organization in May 2018. He is responsible for all HR functions overseeing benefits, compensation, recruiting, learning and development, HRIS, employee relations, coaching, people analytics, acquisitions, international relations, succession planning, union partnerships, and policies. He also is the executive leader for our Canonsburg office.
 
John has more than 20 years of HR leadership experience in various industries with a focus on business strategy alignment and process improvements. Most recently, John was the Chief HR Director at GAI Consultants leading all human resources functions in the U.S. John also has held HR leadership positions at WESCO, EDMC, ADVO and Nicholson Construction.
 
John has held the role of President on non-profit boards including Pittsburgh HR Association, Pittsburgh Young Professionals and Pittsburgh Cares. He currently sits on the board of Humane Animal Rescue. John is SPHR and SHRM-SCP certified.  He holds a Bachelor’s of Science degree in Psychology from the University of Pittsburgh.
Fred Rodriguez

Fred Rodriguez Jr.

Chief Information Officer


Fred Rodriguez was appointed Chief Information Officer of HomeServe North America in April 2018.  In addition to leading the technology vision and strategy, he is also responsible for leading the Transformation Initiatives, Project Management Office, Technology Operations, Infrastructure, Application Development and Business Operations.  Prior to assuming this role, Fred served as Executive Vice President, Business Operations since joining the company in May 2015. 
 
Fred brings over 20 years of experience in Operations, Information Technology, and Payment Processing.  Most recently Fred was EVP, Operations at Affinion Group where he led the Operations team focused on analyzing existing operations, building and implementing new strategies, processes, and technologies that improved productivity, customer satisfaction and efficiency.  Fred has also volunteered over 15 years for a non-profit organization focused on educating payment professionals.  As a current Eagle Advisor, he works closely with the merchant board members, card associations, and key payment vendors to shape the educational content for those merchants that attend the annual forum. 
 
Fred has a BS in Management Information Systems from the University of Connecticut.  
Jim Turner

Jim Turner

HomeServe NA Board Chair


Jim Turner is the president and CEO of Indiana Fiber Network, LLC (IFN) providing high speed connectivity and technology services to independent telephone company operators, carriers and large enterprise customers throughout Indiana. Before joining IFN in 2017, Jim was the chief operating officer of Bingham Greenebaum Doll LLP, a 200-attorney business law firm with principal offices in Indianapolis and Louisville.

Jim has extensive experience spanning over nearly 20 years in the utility sector including serving as president of the regulated utility business at Duke Energy Corporation, one of the nation’s largest electric utilities.  Prior to that Jim was president of Cinergy Corp. and helped lead the successful merger and integration of Cinergy into Duke Energy.  He has deep understanding of the regulatory environment in which utilities operate, having guided the Cinergy merger through the regulatory approval process and earlier serving as Indiana Utility Consumer Counselor appointed by the governor.

Jim also has a long history of business, industry association and civic board leadership including as past lead independent director of Pike Corporation, board chairman of the Electric Power Research Institute (EPRI), director of EnerNOC, Inc., member of the Charlotte Chamber of Commerce and the Ohio State Board of Education.  He received his law degree cum laude from the Indiana University School of Law, bachelor’s degree from Ball State University and completed the Advanced Management Program at Harvard Business School.

Mike Frosch

Mike Frosch

Board Member


Mike Frosch is the Founder and President of Personal Safeguards Group, a warranty and specialty insurance brokerage firm. Previously, Mike was President of The Warranty Group and Virginia Surety Company where, over the course of 10 years, he served as Director and Chief Executive Officer in multiple subsidiaries representing the appliance, electronic, home warranty, automotive, financial services and specialty insurance businesses. Prior to The Warranty Group, Mike served as Executive Vice President and Operations Officer of Niteo Partners, an NEC Company specializing in professional services consulting and systems integration.Mike also spent eight years as Senior Vice President of Sales and Operations at East Coast electronics retailer The Wiz, and five years at Independent Dealer Services, one of the first extended warranty administrators, as National Account Manager. Mike is on the advisory board of the Global Warranty Service Contract Association. He is an avid student of the American Civil War and has a passion for helping support hunger-relief charities.

Tom Rusin

Tom Rusin

Global CEO of HomeServe Membership


Tom Rusin was appointed Global CEO of HomeServe Membership in April 2018.  In this role, Tom has oversight of the central part of HomeServe’s business that offers home repair service plans directly to customers and through partnerships with municipalities, utilities and associations.  The CEOs of the Membership businesses in the UK, France, Spain and North America report to Tom.   Prior to this, Tom was CEO of HomeServe USA since joining the company in July 2011.

Prior to joining HomeServe, Tom served as the President and Chief Executive Officer of Affinion Group North America, from June 2007 to June 2010, after holding various positions there since 1999. Tom has over 25 years' experience managing branded consumer engagement and loyalty programs.

Richard Harpin

Richard Harpin

HomeServe PLC Founder and Chief Executive Officer


Richard Harpin is founder and Chief Executive Officer of HomeServe, which was set up in 1993 as a joint venture with South Staffordshire Group. He was appointed to the Board in May 2001. Richard was previously a brand manager with Procter & Gamble, followed by management consultancy with Deloitte and his own company.

Jonathan Ford

Johnathan Ford

HomeServe PLC Group Chief Operating Officer


Appointed as Chief Operating Officer in June 2016 having served as Chief Financial Officer for 4 years. Until June 2016, Non-Executive Director and Chairman of the Audit Committee at Lakehouse plc. Previously, Group Finance Director of NWF Group plc. Prior to joining NWF in March 2009, he spent four years at HomeServe, firstly as Group Commercial Director and later as Finance Director of the Emergency Services Division. Before joining HomeServe he was Head of Corporate Finance at Kidde plc.

Jonathan King

Jonathan King

Board Member


Jonathan King is Chairman of Love Energy Savings, a privately held energy broker based near Manchester, England, which works to get a better deal on electricity and gas for small-and medium-sized businesses. He was an executive at HomeServe PLC for more than thirteen years, including six years as the Chief Executive Officer of HomeServe USA and 3 years as Chief Executive Officer of Homeserve Membership Ltd in the UK. He was an executive director of HomeServe PLC from June 2010 until March 2014 when he stepped down to build a portfolio career. Prior to HomeServe his career was in retailing with Boots the Chemist, one of the world's largest pharmacy and drugstore chains.

Jonathan is a dual citizen of the UK and the USA and currently lives in the South West of England.