Leadership Team

Meet the people who drive the HomeServe mission

John Kitzie

John Kitzie

Chief Executive Officer

Board Member

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

Board Secretary

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

Board Member

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

Board Member

Bill Graham is Chief Marketing Officer for HomeServe USA and is responsible for multi-channel Marketing, Product Management, Retention, Data Analytics and Creative Services. 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.

Mike Rauscher

Mike Rauscher

Chief Relationship Officer

Board Member

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.

Mike Backus

Michael Backus

Chief Sales Officer

Board Member

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.

Fred Rodriguez

Fred Rodriguez Jr.

Chief Operating Officer


Fred Rodriguez was appointed Chief Operating Officer of HomeServe North America in October 2019.  In addition to leading the technology vision and strategy, his responsibilities include oversight of customer service, contact center operations, contractor management along with supporting functions such as payment processing, back office and quality assurance.  Prior to assuming this role, Fred served as Chief Information Officer, Chief Transformation Officer and Executive Vice President, Business Operations since joining the company in May 2015. 

Fred brings over 25 years of experience in Operations, Information Technology, and Payment Processing.  Prior to HomeServe 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 20  years for a non-profit organization focused on educating payment professionals.  As a current Eagle Board Member, 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.

Lio Guelfi

Managing Director HVAC


Lionello Guelfi was appointed Managing Director of the US HVAC business in May 2019, with responsibilities over M&A, Organic Growth and Operations of the employed technicians side of HomeServe. Prior to assuming this role, Lio served as Chief Executive Officer of HomeServe Italy, where he established the business as the very first employee, grew it and entered into a JV with a national Italian energy utility.

Prior to HomeServe, Lio contributed to the startup of Assurant Solutions in Italy as Commercial Director, held different senior management roles at American Express in the US and UK, and served as a consultant with Accenture. Lio holds a BS in Economics from the Bocconi University of Milan and an MBA from the Yale School of Management.

Jeff Paradise

Chief Digital Officer

Managing Director Whole Home Warranty

Jeff Paradise is the Chief Digital Officer for HomeServe USA and Managing Director of the Whole Home Warranty business for which Jeff is responsible for Marketing, Brand Development. Product Management, Analytics, Creative, and partnership with celebrity Mike Rowe.

Previously, Jeff was Chief Revenue Officer at Pipedrive, a B2B SaaS CRM, and Chief Revenue and Marketing Officer at Dashlane, a leading identity and access management SaaS platform. Jeff led their global marketing and growth strategies, customer acquisition, sales, business development, and retention programs, managing teams of over 170 professionals across Europe and the US.

Jeff also served as Chief Marketing Officer at IAC Applications, part of InterActiveCorp, where he managed a $300M annual marketing budget and drove record revenue growth. Jeff received his undergraduate degree from Colorado State University.

Deb Dulsky

Deb Dulsky

Global Managing Director, HVAC

Board Member

Deb Dulsky is the Global Managing Director of HVAC, with responsibility for this business line in the US, UK, France and Spain. Previously, she spent nearly 8 years in various roles within the HomeServe North American leadership team. She has 20 years of experience in M&A, marketing, client services, operations, IT, 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.

Rob Judson

Rob Judson

Global Chief Operating Officer

Board Member

Rob Judson was appointed Global Chief Operating Officer of HomeServe Membership in March 2019. In this role Rob is has oversight of the Global IT strategy, operational performance and the delivery of a best in class customer experience for every HomeServe Membership customer. Prior to this Rob was EVP Customer Experience at HomeServe North America, responsible for contact center operations and the technician network across the US and Canada.

Rob has over 15 years of experience in the home services industry having started his career in HomeServe’s UK business as a front line contact center employee, before progressing through the ranks and leading all UK Outsourced operations. In 2011 Rob joined the US team and continued to progress throughout the organization in various operational leadership roles with 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.

Tom Rusin

Tom Rusin

Global CEO of HomeServe Membership

Board Chairman

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

Board Member

Richard is the Founder and Chief Executive of HomeServe PLC, which was set up in 1993 as a joint venture with South Staffordshire Group. Also the founder and Non-Executive Director of Growth Partner LLP, investing in and helping small consumer businesses to step change their growth and the Enterprise Trust, a charity that encourages young enterprise, apprenticeships and SME’s. Previously a brand manager with Procter & Gamble, followed by management consultancy with Deloitte and his own company.

David Bower

David Bower

Global Chief Financial Officer

Board Member

David was appointed as Chief Financial Officer of HomeServe PLC in February 2017. He joined HomeServe in 2005 and has undertaken a number of senior divisional and group finance roles including spending six years as Group Finance Director. Before HomeServe, he spent 12 years at Arthur Andersen, later Deloitte LLP, where he qualified as a Chartered Accountant.

Jonathan King

Jonathan King

Board Member


Jonathan King 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. He is Chairman of HomeServe Japan, a Joint Venture between HomeServe and Mitsubishi Corporation of Japan.

Outside of HomeServe, he is Chairman of the Global Ethics and Compliance Committee for Barilla Foods of Italy, the world’s largest pasta manufacturer. 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 divides his time between New York and Tokyo.

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.