Manager, Care Operations

Angi•Denver, CO

2d•Remote

About The Position

Angi's Care Operations team coordinates the staffing strategy for phone agents across multiple lines of business. In this role, you’ll be deeply involved with our phone staffing strategy for Pro Care teams focusing on frontline support, onboarding assistance, and pro retention. The key mission for our phone reps is to help pros who work with Angi or want to work with Angi get the most out of the partnership. Join us in reshaping how Angi engages with pros as the Manager 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. Day-to-day, you’ll devise strategy for our workforce team, manage priority projects, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, you'll increasingly help manage key relationships with workforce partners and provide guidance to influence the roadmap.

Requirements

A bachelor's degree, or equivalent practical experience that demonstrates comparable knowledge and capability
2–4 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
Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats
Experience leading or contributing to conversations with external business partners, clients, or prospects
A collaborative approach, with the ability to work cross-functionally and influence decision-making within our team
Excellent written and verbal communication skills with the ability to concisely present information to audiences ranging from front-line contact center representatives to team leads
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

Responsibilities

Coordinate workforce management for pro phone teams, working closely with vendor site leadership and Angi internal management
Lead a small team who will support you with pro forecasting, reporting, and vendor communication
Develop and disseminate monthly staffing forecasts derived from Finance projections and volume trends
Become an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIs
Serve as escalation point to resolve production challenges that could impair the business ability to achieve KPI targets
Proactively identify challenges and support projects to address recurring production bottlenecks and roadblocks
Enhance our reporting capabilities, working with the Data & Analytics team to build reports, coordinate analyses, and leverage insights to hold external vendors accountable and inform strategic business decisions