Senior Director, Merchandising
Brilliant Earth
Director, Homeowner Support
Angi
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado, Illinois, New York
Visit company websiteSalary
💰 $160,000 - $215,000 per year
Job Level
Lead
About the role
- The Angi Care team provides support to Homeowners and Service Providers through voice and digital channels.
- Design data-driven strategies and operational excellence both internally and with offshore BPO partners; champion a culture of customer obsession.
- Define and drive the strategy for delivering exceptional experiences across all touch points, ensuring 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 responsibilities.
- Map an end-to-end homeowner journey, identifying interactions and opportunities to exceed expectations and mitigate business risk.
- Ensure a consistent and efficient homeowner experience across channels, promoting first contact resolution and self-service where appropriate, driving ROI and cost-consciousness.
- Partner with cross-functional teams to test and implement new technologies and approaches; ensure feedback loops to Product and Marketing.
- Manage and optimize relationships with offshore BPO partners to ensure service quality and efficiency.
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
