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Senior Manager, Pro Onboarding

2 months, 4 weeks ago
United States
Full-time
Lead
Operations Manager
Project and Program Management
Looker Salesforce
Apply Now
Angi

Angi

Angi, formerly known as Angie's List, is a comprehensive platform connecting homeowners with vetted professionals for a wide range of home services. From handyperson and landscaping to plumbing, electrical, remodeling, and roofing, Angi offers fair pri...

Professional Services
1K-5K
Founded 1995
View All Jobs 95

Description

  • Identify and prioritize opportunities to improve the early-tenure pro experience, including revenue, retention, segmentation, and service strategy improvements.
  • Analyze customer data and conduct customer interviews to uncover experience gaps and quantify the impact of opportunities.
  • Partner with cross-functional leaders to implement new service strategies across customer touchpoints.
  • Own the execution and oversight of pro onboarding rep teams as the company scales.
  • Hire, manage, develop, and evaluate high-performing customer service leaders and direct reports.
  • Develop and implement policies, procedures, and process improvements for onboarding operations.
  • Deploy resources and manage operational assets to meet qualitative and quantitative KPIs and service levels.
  • Use data-driven insights to improve metrics and overall team performance.
  • Handle escalated customer complaints, resolve account issues, and triage unresolved problems to the appropriate teams.
  • Work across company systems and tools such as Salesforce, Looker, Playvox, and Maestro.

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 a technology startup with demonstrated ability to propose and execute strategic initiatives.
  • Experience leading, upskilling, and managing supervisors across multiple time zones.
  • Proven ability to prioritize initiatives based on return on investment and margins.
  • Working knowledge of Salesforce and Looker.
  • Strong customer-facing communication skills.
  • Excellent verbal and written communication skills with the ability to influence cross-functional partnerships.
  • Experience managing remote agents or BPOs is a plus.
  • Ability to work remotely from an eastern or central time zone to align with team hours.

Benefits

  • Salary range of $110,000 to $160,000, commensurate with experience and performance.
  • Eligibility for a competitive year-end performance bonus and equity package.
  • Full medical, dental, and vision coverage.
  • Flexible vacation policy.
  • Retirement plan with company match (401(k)).
  • Pet discount plans.
  • Remote position with flexibility to work from home.

Interested in this position?

Apply directly on the company website

Apply Now

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