About the team

Join us in reshaping how Angi engages with the Service Professionals that are the core of our business as the Senior Manager, Pro Support Strategy & Operations. In this role, you’ll work alongside the Director of Pro Support to shape the future of the Pro Support department. A successful candidate will have end-to-end ownership of strategy and execution across a number of CX capabilities, including data analysis and reporting, workforce management, strategically analyzing and improving Service Professional’s end-to-end experience and operational excellence through processes and tools. This is a unique opportunity to support and be part of critical, rapidly growing businesses at Angi.

Day-to-day, you’ll devise strategy, create frameworks, manage projects, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, you'll ensure strategic alignment with senior stakeholders, including our Chief Customer Experience Officer, VP of Pro Experience, VP of Pro Success and manage key relationships, particularly with our product team, influencing the Pro Support business product roadmap.

What you’ll do

• Support strategic planning and execution through research, quantitative analysis and modeling
• Own key initiatives, ranging from redefining KPIs to revolutionizing our QA process, from concept through execution and success measurement
• Develop and implement workforce management strategies that further enhance the customer and pro experience
• Support the team’s capability to move tools and processes from early stage implementation to stable, scaled operations
• Collaborate with Product and Analytics to continuously improve data availability, to enable automated operational reporting, support our quality efforts, and facilitate increasingly personalized engagement
• Craft executive-level presentations summarizing key findings and making recommendations
• Own the relationship with an external BPO partner and help shape the future of our outsourcing strategy
• Own KPI’s and SLA’s including response time and tickets handled per hour for our different businesses
• Develop and maintain regular qualitative and quantitative reporting, driving insight to action to enhance customer and pro experience
• Improve customer and pro outcomes through agent and satisfaction and retention strategies, defining budget, program milestones and driving measurable improvement over time
• Leverage tech tools to define and drive meaningful improvements across key metrics in multiple newly onboarded business lines

Who you are

• Customer-centric mindset with a passion for innovating to deliver value and elevate the customer experience
• Proven ability to think strategically and develop actionable plans to drive business growth and operational efficiency
• Strong analytical skills and solid understanding of operations, including process optimization and project management
• Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats
• Ability to collaborate cross-functionally and influence decision making across the organization
• Excellent written and verbal communication skills with the ability to concisely present complex information to audiences ranging from front-line contact center representatives to executive leaders

We value diversity

We 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 & Benefits

• The salary band for this position ranges $100,000-$140,000 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

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