Senior Manager, Pro Onboarding

Angi•Denver, CO

4d•Remote

About The Position

Angi is seeking a Senior Manager of Pro Onboarding to lead the transformation of the customer experience strategy for the initial weeks of a pro's journey as an Angi customer. This role involves understanding customer needs, ensuring they achieve ROI through the product experience, and optimizing their interactions with Angi onboarding representatives. The manager will identify and analyze gaps and opportunities in the pro experience using data and customer interviews, quantify the impact of these opportunities, and collaborate with cross-functional leaders to drive results. Additionally, this position will oversee and execute Angi’s pro onboarding rep teams, including hiring, managing, and developing customer service leaders to support operational scaling and business growth. While the position is remote, candidates must be located in the eastern or central time zones to align with team working hours.

Requirements

2+ years of experience in customer service or sales management, preferably at a high-growth company.
2+ years of experience in strategy consulting or in a technology startup with a proven ability to propose and execute strategic initiatives.
Demonstrated experience leading, upskilling, and managing supervisors across multiple time zones.
Proven ability to prioritize initiatives based on company return on investment and margins.
Customer-centric leader who is a self-starter, independent, and can balance multiple priorities.
Performs well in a team setting with collaborative input and decision-making with a diverse and multi-functional team.
Working knowledge of Salesforce and Looker.
Proven experience successfully leading teams through significant changes through strategic thinking and execution.
Strong customer-facing communication skills.
Excellent verbal and written communication skills with the ability to develop and influence cross-functional partnerships.

Nice To Haves

Experience managing remote agents / BPOs is a plus.

Responsibilities

Identify and highlight opportunities to improve the early tenure pro experience, including enhancing revenue and retention, implementing customer segmentation, devising new service strategies, and rolling out new account offerings.
Lead the team through changes in structure, systems, and products, fostering a high-performing talent and culture focused on improving customer service experience, creating engaged customers, and facilitating organic growth.
Manage all activities of the pro onboarding rep team, including developing and implementing policies and procedures, and ensuring continuous improvement of processes, systems, and communications.
Deploy resources and utilize assets to achieve qualitative and quantitative KPIs and service levels.
Deeply understand metrics and drive improvement based on data-driven insights.
Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports.
Solve key operational needs of team members to maximize their time utilization, collaboration, and task performance.
Handle escalated customer complaints by engaging with customers to proactively solve issues, address complaints, and resolve customer account problems.
Collaborate with key stakeholders to implement new service strategies across all customer touch points and triage unresolved issues to different teams by effectively communicating customer and rep issues.
Utilize multiple company systems and tools, including Salesforce, Looker, Playvox, Maestro, etc.