Senior Associate, Care Operations

Job description

For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you. **Angi at a glance:** - Founded in 1995 as Angie’s List and rebranded in 2021 - Global company with 9 brands in 8 countries and employees worldwide - Homeowners have turned to us for 300 million home projects and counting **About the role** Angi’s Care Operations team coordinates the staffing strategy for support and success agents across multiple lines of business. In this role, you’ll be deeply involved with our staffing strategy for Care teams focusing on frontline support, escalations, onboarding assistance, and retention. The key mission for our agents is to ensure pros and homeowners have a top tier experience when they need support. Join us in reshaping how Angi engages with pros and homeowners as the Senior Associate of Care Operations! In this role, you’ll work alongside the Care Operations team to optimize our global workforce management team and drive strategic improvements to the tools we use everyday. 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 strategy playbook to scale improvements in how we connect and interact with pros and homeowners. Day-to-day, you’ll support strategy for our workforce team, manage forecasts, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, there will be opportunity to work directly with workforce partners and optional travel to international call center locations. **What you’ll do** - Support workforce management planning for phone teams, working closely with vendors - Assist with forecasting, reporting, and vendor communication - Become an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIs - Receive and validate invoices based on each partners hourly contribution on a monthly basis - Help optimize staffing plans across multiple teams, learning the unique KPIs for each and how they relate to effective headcount planning - Learn how to build in our reporting tools to give our team better visibility into performance, hold external vendors accountable, and inform strategic business decisions **Who you are** - A bachelor's degree, or equivalent practical experience that demonstrates comparable knowledge and capability - 1-3 years of professional experience in operations, strategy, or a closely related field, with a track record of driving measurable results - Excellent analytical skills and solid understanding of operations, including process optimization and project management - A strategic thinker who can translate ideas into actionable plans that drive business growth and operational efficiency - Hands-on experience with business intelligence tools such as Looker or Tableau to investigate questions with data and make informed decisions - Experience with Salesforce Service Cloud or Playvox is a plus, but not required. - Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats - Excellent written and verbal communication skills with the ability to concisely present information to different audiences - Comfort using AI tools to work more efficiently—drafting, summarizing, analyzing data, and streamlining repetitive tasks—and a curiosity about how emerging technology can improve operations **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. Our hiring process may utilize artificial intelligence (AI) tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making. **Compensation & Benefits** - The salary band for this position ranges from $60,000-$85,000, commensurate with experience and performance. Compensation may vary based on factors such as geographic location. - This position will be eligible for a competitive year end performance bonus. - 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