Customer Strategy And Operations Manager

Summary

Join Angi's Homeowner Success team as the Manager of Customer Strategy & Operations! You will optimize the global workforce management team, drive strategic improvements to operational tools, and become an expert in deploying innovative technology, including AI. Day-to-day responsibilities include devising workforce strategy, managing priority projects, and collaborating cross-functionally. You will also manage key relationships with workforce partners and guide the Homeowner roadmap. This role requires a bachelor's degree or equivalent experience, 2-4 years of experience in operations or strategy, and strong analytical and communication skills. The position offers a competitive salary, performance bonus, equity package, full benefits, flexible vacation, pet discounts, and a 401k with company match.

Requirements

• 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

Responsibilities

• 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

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)