Director, Homeowner Support
About the team Angi's 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 key leadership role responsible for championing a culture of customer obsession! We are seeking an experienced leader in Customer Care to design data-driven strategies and operational excellence both internally and working with offshore BPO partners. This role requires a hands-on leader who is action-oriented, strong analytically, customer service-obsessed and can influence without authority. You will need to balance both strategy with day-to-day execution and play a key role in shaping the future of the Care organization. What you’ll do
- 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
Who you are
- Bachelor’s degree in a relevant field; MBA or advanced degree preferred
- 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
- 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
- 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
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 $160,000 - $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
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