Offer summary

Qualifications:

3+ years of experience in Customer Experience or a related field, with at least 2 years in a leadership role., Deep understanding of customer needs and experience principles, with a data-driven approach., Proficiency in Salesforce Suite and Looker, along with strong analytical and problem-solving skills., Marketplace experience preferred, with a commitment to helping homeowners..

Key responsabilities:

Serve as the subject matter expert for Policy across all lines of business within Angi.

Develop a structure to improve homeowner satisfaction and ensure a consistent experience across channels.

Partner with Care Operations to implement new workflows and enhance the homeowner experience.

Support offshore BPO vendors to ensure service quality and efficiency.

Job description

At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

Angi at a glance:

A new homeowner turns to Angi every second
Our network has 150,000+ skilled pros in 50+ service categories
150,000,000+ projects brought to Angi (and counting)

Why join Angi:

Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well.

For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business.

We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

Angi is an amazing place to call home. We can’t wait to welcome you.

About the team

The Angi Care team provides support to Homeowners and Service Providers via voice and digital channels. You can be a part of this critical function in a Policy-focused role responsible for championing a culture of customer obsession!

What you'll do

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.

Who you are

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. Marketplace experience preferred; knowledge of industry best practices and commitment to helping homeowners
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

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 $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