About the team

We are seeking a highly analytical, customer centric, operations guru Director to build and scale our Angi Key Home Specialist program. The Home Specialist is currently in beta and your job will be to scale this program as the second pillar of the Angi Key Membership's loyalty program – to offer every member high touch, personalized service at scale. Angi Key is taking the headache out of home services by making it easier, more trusted, and even delightful to care for your home with us. 

As the Director for the Home Specialist, you will be responsible for building a best-in-class, sales-oriented service team, delivering the best Membership experience inside and outside of home services, and providing measurable value to the business from proactive Member engagement with economics that can scale. This is a unique opportunity to work cross-functionally across Product, Operations, Customer Service, Marketing, and Supply to identify, test, and scale initiatives. You will be responsible for executing high value projects and managing KPIs as well as independently identifying new problems to solve within the category, based on data and customer feedback. All the projects you will be working on have a direct impact on the growth of the Memberships business as well as Angi overall.

What you’ll do

• Build a vision for the Home Specialist team based on business goals to ensure long term program viability:
  • Develop and iterate on campaigns to maximize Member engagement and repeat rate, both with the Home Specialist and after their direct engagement
  • Identify opportunities to improve program success across tools, Angi product and process and be the champion of change
• Build and scale an A+ sales oriented service team:
  • Build and manage a leadership team of customer-focused, natural problem solvers who will recruit, motivate, and develop a best-in-class sales staff
  • Oversee the agent knowledge base / help center and partner cross-functionally across Angi to deliver business context so that they agents can effectively solve Member inquiries
• Deliver an amazing customer experience to Angi members across channels while developing ambitious strategies for growth
  • Deliver continuous operational and service improvement, including a robust QA process
  • Ensure excellent agent training and fast and accurate updates on policy changes in the agent knowledge base
  • Develop and track reporting on customer disposition and CSAT
    • Proactively propose changes on policy and handing to improve overall CSAT
    • Ensure impact policy changes are tracked and corrected
  • Identify inbound/job trends and proactively develop processes, product suggestions and handling changes
  • Manage to program budget - maintain visibility into weekly costs and performance to ensure sound overall program economics. Identify opportunities to improve efficiencies as you scale.
• Relationship management: Be the main point of contact with software and sales teams to ensure alignment and a strong partnership. Negotiate contracts and conditions to ensure efficiency and sustainability.

Who you are

• An owner: you look to own and drive outcomes - you find ways to build impact and wins.
• A team builder / all about talent: you are excited by the chance to build a diverse, well-rounded team of high performing managers and agents
• A bar raiser: you inspire others to bring their ‘A’ game and are constantly looking for opportunities for improvement. You don’t accept “because that is the way we’ve always done it.”
• Fiercely competitive: you operate with a sense of urgency, creativity, and curiosity for how we can improve the lives of our customers and our pros. You aren’t easily knocked down
• A strong communicator: you are effective at communicating the strategy and the “how we get there” at varying levels - executive, cross-functional teams, and to your team. Teammates know what you’re focused on and why it matters.

Who you are

• 8+ years of tactical experience designing, building, and executing scalable processes, ideally in an operations-intensive environment, while building a best in class service team and program
• A self-starter and creative problem solver who enjoys tackling complex projects and building businesses from the ground up.
• Track record of successfully executing small tests, iterating and scaling them with cross functional stakeholders.
• Superior communication skills: you communicate clearly and concisely, including with senior leadership, and can tailor your message to your audience
• Exceptional strategic thinking and creative problem solving
• Humble and effective cross-functional team player with natural leadership skills
• Strong communication skills and attention to detail
• Exceptional quantitative skills and aptitude. Experience using data to develop and optimize processes and products. Proficiency with Excel and familiarity with databases a plus.
• Bachelor’s degree, preferably with a focus in an analytical field.
• Prior experience managing a Sales or Customer Experience team preferred but not required
• MBA from a top business school and management consulting experience (or similar strategy experience) at a top firm preferred

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 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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