Customer Strategy & Operations Manager

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