About the team

The Customer Operations (CX) Senior Manager will oversee delivery of service to Angi customers and pros. This role provides a unique opportunity for an ambitious professional to make an outsized contribution across strategy, operations, and customer service. A successful candidate will have end-to-end ownership of strategy and execution across a number of CX capabilities, including data analysis and reporting, workforce management, strategically analyzing and improving customers’ end-to-end experience through processes and tools. This is a unique opportunity to support and be part of critical, rapidly growing businesses at Angi. 

What you’ll do

• Own the relationships with our external BPO partners for large CX agent team, working to enhance our partnership while optimizing productivity and customer experience
• Own relationship with all external CX vendors from top down, working with leadership to ensure day-to-day alignment with organizational goals, as well as long- and short-term strategic success of Angi CX priorities
• Own KPI’s and SLA’s including response time and tickets handled per hour for our different businesses
• Develop and maintain regular qualitative and quantitative reporting, driving insight to action to enhance customer and pro experience
• Improve customer and pro outcomes through agent and satisfaction and retention strategies, defining budget, program milestones and driving measurable improvement over time
• Leverage tech tools to define and drive meaningful improvements across key metrics in multiple newly onboarded business lines
• Manage vendor RFP process and contracting, defining and executing requirements that result in favorable business outcomes for Angi

Who you are

• 4+ years in a Customer Service Organization  (at a tech startup, preferred) overseeing key content and processes
• Experience managing external vendors (BPOs) preferred
• Experience with end to end project management and successful ownership of deliverables
• Ease with explaining information in a simple, digestible way to a variety of audiences
• Excellent foundation in Excel/Google Sheets
• Experience with Salesforce preferred
• Experience with Workforce Management including staffing, scheduling, and productivity monitoring preferred
• Excellent written and verbal communication skills
• Ability to work independently with excellent time management; must be able to multitask

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$100,000-$120,000 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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