Angi

Senior Manager, Pro Onboarding

Angi

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $110,000 - $160,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service managementsales managementstrategy consultingdata-driven insightsperformance evaluationprocess improvementcustomer segmentationKPI managementservice strategy implementationremote team management
Soft Skills
leadershipcollaborationcustomer-centricityindependenceprioritizationproblem-solvingcommunicationteamworkstrategic thinkingadaptability