Customer Experience Associate

Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at “home.” For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.  

Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home!

About the Team

The Care team at Angi is passionate about helping ensure our customers and pros are supported through the entire process of requests and completing a home project. Our team believes data should influence decisions to optimize the customer experience, and we’re always seeking ways to get customers and pros the support they need, as quickly and efficiently as possible. We also believe that technology plays a critical role to make the customer and pro experience a seamless end to end journey. 

About the Role 

The Associate of Customer Experience (CX) will oversee delivery of service to various subsets of Angi customers and pros. This role provides a unique opportunity for an ambitious professional to make an outsize contribution across strategy, operations, and customer service. A successful candidate will assist with strategy and execution of a variety of critical customer experience-related activities such as data analysis and reporting, budgeting, workforce management, and strategically analyzing and improving customers’ end-to-end experience through processes and tools. This is a unique opportunity to support and be part of critical, rapidly growing businesses at Angi.

What you’ll do: 

• Support workforce management of 600+ person CX team, coordinating analysis to direct hiring, skilling, and scheduling decisions 
• Conduct analysis of customer experience and operational data, to identify opportunities to drive CX efficiency and improvement and investigate changes in Service Levels 
• Develop dashboards, reports, and presentations to support critical business decisions
• Develop a deep understanding of our CX technology and tools, to maximize the value of tool investments and ensure the tools are enabling the CX organization to meet KPIs 
• Support workforce management of BPOs, coordinating analysis to direct hiring, skilling, and scheduling decisions 
• Manage key CX platforms, supporting platform administration in collaboration with groups of cross-functional stakeholders 
• Assist with project management and implementation of CX process and technology improvements to improve efficiency, cost, and KPIs 
• Provide CX subject matter expertise to Data & Analytics team to enable Looker dashboard development and optimization
• Develop deep understanding of CX cost structure and allocation methods, and how to maximize CX within budget constraints and service targets 

Who you are:

• Strong organizational and project management skills, with great attention to detail
• Excellent/advanced proficiency in Excel and PowerPoint 
• Problem-solving mindset, and an eagerness to learn and take ownership of complex projects 
• Ability to explain information in a simple, digestible way to a variety of audiences
• Experience with Zendesk or other ticketing systems is a plus 
• Experience with Looker or other data visualization tools is a plus 
• Experience with workforce management tool(s) is a plus 
• Experience with customer contact centers is a plus 

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.

Compensation & Benefits:

• The salary band for this position ranges from $50,000 - $62,000, 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 & retire