Director, Homeowner Support

Summary

Join Angi's Care team as a leader in Customer Care, designing data-driven strategies and operational excellence. You will champion a culture of customer obsession, working with both internal teams and offshore BPO partners. This hands-on role requires strategic thinking and day-to-day execution, shaping the future of the Care organization. You'll define strategies for exceptional customer experiences, foster a positive work environment, map homeowner journeys, ensure consistent experiences across channels, and partner with cross-functional teams. Manage relationships with offshore BPO partners to maintain service quality and efficiency. This leadership position requires significant experience in customer experience and a data-driven approach.

Requirements

• Bachelor’s degree in a relevant field
• 6+ years of experience in Customer Experience, with at least 4 years in a senior leadership role, including direct management of people leaders
• Deep understanding of customer needs, customer experience principles, a data-driven approach, and a passion for continuous improvement
• Proven track record of success in working with cross-functional teams and leading initiatives in a fast-paced, data-driven environment
• Intellectual curiosity balanced with an orientation for strong execution on deliverables
• Strong analytical and problem-solving skills with the ability to develop actionable insights and recommendations, specifically looking for proficiency in Excel, Salesforce Suite and Looker

Responsibilities

• Define and drive the strategy for delivering exceptional experiences across all touch points, ensuring Angi’s customers feel valued, understood, and empowered
• Foster a positive, supportive, and lively work environment while providing opportunity for team members to tackle new roles and take on new responsibilities
• Map an end-to-end homeowner journey, including key interactions and areas of opportunity to exceed expectations as well as de-escalate and mitigate risk to the Angi business
• Ensure a consistent and efficient homeowner experience, no matter the channel, promoting first contact resolution and self-service where appropriate, driving positive ROI and cost-consciousness throughout
• Partner with cross-functional teams to test and implement new technologies and approaches to enhance the homeowner experience, ensuring there is a feedback loop of the experience to the rest of the company, including to Product and Marketing
• Manage and optimize relationships with offshore BPO partners to ensure service quality and efficiency

Preferred Qualifications

• MBA or advanced degree
• Marketplace experience
• Knowledge of industry best practices and commitment to helping homeowners

Benefits

• The salary band for this position ranges from $170,000 - $215,000 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