What are the responsibilities and job description for the Customer Strategy & Operations Manager position at Angi?
At Angi, we’ve had one simple mission for 30 years : get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.Angi at a glance : A new homeowner turns to Angi every secondOur network has 150,000 skilled pros in 50 service categories150,000,000 projects brought to Angi (and counting)Why join Angi : Angi is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.Angi is an amazing place to call home. We can’t wait to welcome you.About the teamAngi’s Homeowner Success team facilitates conversations with homeowners, offering advice on their home projects and helping them connect with pros in Angi’s marketplace. Our team of expert Project Advisors representatives have one mission : help homeowners who come to Angi connect with the right pros to get more jobs done well.Join us in reshaping how Angi engages with homeowners as the Manager of Customer Strategy & Operations! In this role, you’ll work alongside the Associate Director and Senior Director of Homeowner Success to optimize our global workforce management team and drive strategic improvements to the tools we use in our daily operations. As part of this team, you’ll become an expert in deploying innovative technology and tools (including AI, which is rapidly evolving / disrupting the customer service industry), learn how to harness data to make informed business decisions, and enhance our Project Advisor homeowner strategy playbook to scale improvements in how we connect and interact with our homeowners.Day-to-day, you’ll devise strategy for our workforce team, manage priority projects, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, you'll increasingly help manage key relationships with workforce partners and provide guidance to influence the Homeowner roadmap.What you’ll doCoordinating workforce management for the outbound phone team, working closely with vendor site leadership and Angi internal managementDevelop and disseminate monthly staffing forecasts derived from Finance SR projections and performance trendsBecome an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIsServe as escalation point to resolve production challenges that could impair the business ability to achieve KPI targetsProactively identify challenges and support projects to address recurring production bottlenecks and roadblocksEnhance our reporting capabilities, working with the Data & Analytics team to build reports, coordinate analyses, and leverage insights to hold external vendors accountable and inform strategic business decisionsWho you areMinimum of a bachelor’s degree or equivalent experience2-4 years of professional experience in operations or strategyAnalytical skills and solid understanding of operations, including process optimization and project managementProven ability to think strategically and develop actionable plans to drive business growth and operational efficiencyExperience with business intelligence tools such as Looker or Tableau to investigate questions with data and make informed decisionsPrevious experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hatsExperience leading or contributing to conversations with external business partners, clients, or prospectsAbility to collaborate cross-functionally and influence decision making within Homeowner SuccessStrong written and verbal communication skills with the ability to concisely present information to audiences ranging from front-line contact center representatives to team leadsWe value diversityWe know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.Compensation & BenefitsThe salary band for this position rangesfrom $70,000 - $115,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living. This position will be eligible for a competitive year end performance bonus & equity package. Full medical, dental, vision package to fit your needs Flexible vacation policy; work hard and take time when you need it Pet discount plans & retirement plan with company match (401K) The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world #LI-Remote#BI-Remote
Salary : $70,000 - $115,000
