Director, Homeowner Support New York - Remote

Angie's List • New York, NY

327d • $160,000 - $215,000 • Remote

About The Position

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 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.

Requirements

• 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.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree