Senior Manager, Homeowner Policy

Summary

Join Angi's Care team as a Policy Subject Matter Expert, championing customer obsession and driving improvements across all lines of business. You will leverage data-driven insights to enhance the homeowner experience, collaborating with cross-functional teams and offshore vendors. This leadership role requires 3+ years of customer experience, including 2+ years in a leadership position, and a deep understanding of customer needs and experience principles. The position offers a competitive salary, performance bonus, equity package, comprehensive benefits, flexible vacation, and a unique opportunity to work with a talented team.

Requirements

• 3+ years of experience in Customer Experience or an adjacent field, with at least 2 years in a leadership role
• 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
• Strong analytical and problem-solving skills with the ability to develop actionable insights and recommendations. Specifically looking for proficiency in Salesforce Suite and Looker

Responsibilities

• Serve as the subject matter expert for Policy across all lines of business within Angi, including Retail Partners, Handy, and Angi Marketplace; serve as the go-to person for business partners to understand our internal tools for serving homeowners as well as discuss impact of Angi policies
• Participate in shadowing, focus groups, and audit survey feedback to identify where customers and reps need support via internal knowledge base articles and external help centers
• Develop a structure to identify, evaluate, prioritize, implement, and track efforts to improve homeowner satisfaction across all lines of business
• Ensure a consistent and efficient homeowner experience, no matter the channel, promoting first contact resolution and self-service where appropriate
• Partner with Care Operations and Care Enablement to test and implement new workflow approaches and/or periodic re-training and uptraining aligned with business and performance needs and to enhance the homeowner experience
• Support offshore BPO vendors to ensure service quality and efficiency

Preferred Qualifications

• Marketplace experience
• Knowledge of industry best practices and commitment to helping homeowners

Benefits

• The salary band for this position ranges from $75,000 - $117,000 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