Senior Manager, Pro Onboarding

Summary

Join Angi® as a Senior Manager, Pro Onboarding and transform the customer experience strategy for new professional customers. You will develop a deep understanding of customer needs and how to improve their return on investment. Responsibilities include identifying gaps and opportunities, partnering with cross-functional leaders, and managing onboarding rep teams. You will hire, manage, and develop high-performing customer service leaders. This role requires proven experience in customer service or sales management, strategic consulting, or technology startups. Strong leadership, communication, and data analysis skills are essential.

Requirements

• 2+ years in customer service management or sales management
• 2+ years experience in strategy consulting or in technology startup with proven ability to propose and execute on strategic initiatives
• Proven ability to prioritize initiatives based on company return on investment and margins
• Customer-centric leader who is a self-starter, independent, and can balance several priorities
• Performs well in a team setting with collaborative input and decision making with a diverse and multi-functional team
• Working knowledge of Salesforce and Looker
• Proven experience successfully leading teams through significant changes through strategic thinking and execution
• Strong customer-facing communication skills
• Demonstrated experience leading, upskilling, and managing supervisors across multiple time-zones

Responsibilities

• Seek and highlight opportunities to improve the early tenure pro experience including ways to improve revenue and retention, implement customer segmentation, devise new service strategies, roll out new account offerings, etc
• Lead team through changes in structure, systems, and products, driving the talent and culture of a high-performing team that continuously pushes to improve customer service experience, create engaged customers, and facilitate organic growth
• Manage all activities associated with the pro onboarding rep team, including developing and implementing policies and procedures and ensuring continuous improvement of processes, systems, and communications
• Deploy resources and utilize assets to achieve qualitative and quantitative KPIs and service levels
• Deeply understand metrics and drive improvement based on data-driven insights
• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports
• Solve key operational needs of team members to maximize how they leverage their time, collaborate effectively and perform tasks
• Handle escalated customer complaints through engaging with customers to proactively solve issues and address complaints and setup and resolve problems with customer Accounts
• Work with key stakeholders to implement new service strategies across all customer touchpoints and triage unresolved issues to different teams by communicating the customer and rep issues effectively
• Ability to work in multiple company systems and tools, including Salesforce, Looker, Playvox, Maestro, etc

Preferred Qualifications

• Experience managing remote agents / BPOs
• Excellent verbal and written communication skills with the ability to develop and influence cross-functional partnership

Benefits

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