Senior Manager, Pro Onboarding

About the Role 

We are looking for a Senior Manager of Pro Onboarding to transform the customer experience strategy for a critical part of the pro journey, their first weeks as a customer. This includes developing a deep understanding of our customers, how to help them achieve ROI through their product experience, as well as their experience working with Angi onboarding reps in the first weeks as Angi customers.

You will be responsible for identifying current gaps and opportunities in the pro experience through data analysis and customer interviews, size the impact of the addressable opportunities, and partner closely with cross functional leaders to drive effective results. 

In this role you will also own the execution and oversight of Angi’s pro onboarding rep teams. You will hire, manage and develop high-performing customer service leaders as we scale our operations and grow our business. 

While this is a remote position, we are a global company and are looking for applicants located in eastern or central time zones to align with our team's working hours.

What you’ll do 

• Seek and highlight opportunities to improve the early tenure pro experience including ways to improve revenue and retention, implement customer segmentation, devise new service strategies, roll out new account offerings, etc. 
• Lead team through changes in structure, systems, and products, driving the talent and culture of a high-performing team that continuously pushes to improve customer service experience, create engaged customers, and facilitate organic growth. 
• Manage all activities associated with 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 how they leverage their time, collaborate effectively and perform tasks. 
• Handle escalated customer complaints through engaging with customers to proactively solve issues and address complaints and setup and resolve problems with customer accounts. 
• Work with key stakeholders to implement new service strategies across all customer touch points and triage unresolved issues to different teams by communicating the customer and rep issues effectively. 
• Ability to work in multiple company systems and tools, including Salesforce, Looker, Playvox, Maestro, etc. 

Who you are

• A strong operator with 2+ years of experience in customer service or sales management, preferably at a high-growth company
• 2+ years experience in strategy consulting or in a technology startup with proven ability to propose and execute on strategic initiatives
• Previous 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 several 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
• Experience managing remote agents / BPOs is a plus
• Excellent verbal and written communication skills with the ability to develop and influence cross-functional partnerships  

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 $110,000 - $160,000 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 

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