Job Application for Customer Strategy & Operations Manager at Angi

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At Angi, we have one simple mission: Get all your home service jobs done well. That’s how we’ve helped over 150 million homeowners care for their homes over the last 25+ years. Today, our network has grown to over 200,000 skilled local pros — and our platform has made it easier than ever to find the right one for your project, from repairs to renovations and everything in between.

About the team

Angi’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 do

Coordinating workforce management for the outbound phone team, working closely with vendor site leadership and Angi internal management
Develop and disseminate monthly staffing forecasts derived from Finance SR projections and performance trends
Become an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIs
Serve as escalation point to resolve production challenges that could impair the business ability to achieve KPI targets
Proactively identify challenges and support projects to address recurring production bottlenecks and roadblocks
Enhance 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 decisions

Who you are

Minimum of a bachelor’s degree or equivalent experience
2-4 years of professional experience in operations or strategy
Analytical skills and solid understanding of operations, including process optimization and project management
Proven ability to think strategically and develop actionable plans to drive business growth and operational efficiency
Experience with business intelligence tools such as Looker or Tableau to investigate questions with data and make informed decisions
Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats
Experience leading or contributing to conversations with external business partners, clients, or prospects
Ability to collaborate cross-functionally and influence decision making within Homeowner Success
Strong written and verbal communication skills with the ability to concisely present information to audiences ranging from front-line contact center representatives to team leads

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 from $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

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ANGI APPLICANT CALIFORNIA CONSUMER PRIVACY ACT NOTICE We are providing this notice to our applicants as required under the California Consumer Privacy Act, which became effective January 1, 2020. We collect the below categories of personal information from you in connection with your potential employment with Angi for our purposes, including performing services and operations related to your employment; providing benefits, payroll, and other HR functions; security; quality and safety assurance; and compliance with laws and regulations. Identifiers (This may include but is not limited to name, address, email address, social security number, and driver’s license number) Personal Records (This may include but is not limited to telephone number, education and employment history, and bank account number) Personal Characteristics and Traits (This may include but is not limited to: sex, marital status, veteran status, familial status, race, disability, and gender identity) Commercial Information (This may include but is not limited to benefits records and records of reimbursements of expenses) Sensory Data (This may include but is not limited to audio and/or visual recordings such as through security cameras in the workplace) Professional and Employment Information (This may include but is not limited to resume, background check results, and references) Non-public Education Records (This may include but is not limited to: educational institution transcripts and records)

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Angi Voluntary Demographics

At Angi, we strive to make our services universally available & easily accessible for every home. Similarly, within our workplace, we value diversity and continually work to create an environment where everyone, regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation feels included and impactful in our mission to change the way home services are purchased and served around the world.

In order to help us identify areas for improvement in our recruitment funnel as it relates to diversity, we have listed a set of voluntary demographic questions below that will be used in aggregate only. Your choice to answer these questions, or not, will not be considered in any way in the hiring process, the hiring decision, or thereafter. Any information that you do provide will be recorded and maintained in a confidential file and will not be connected to your specific application.

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Customer Strategy & Operations Manager

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