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Senior Manager, Homeowner Policy
Posted about 1 month agoViewed
💎 Seniority level: Manager, 3+ years
💸 Salary: 75000.0 - 117000.0 USD per year
🔍 Industry: Customer Experience
🏢 Company: Angi👥 5001-10000💰 $30,000,000 Debt Financing over 13 years agoHome DecorHome RenovationApps
⏳ Experience: 3+ years
Requirements:
- 3+ years of experience in Customer Experience or an adjacent field, with at least 2 years in a leadership role
- Deep understanding of customer needs, customer experience principles, a data-driven approach, and a passion for continuous improvement.
- Proven track record of success in working with cross-functional teams and leading initiatives in a fast-paced, data-driven environment
- Strong analytical and problem-solving skills with the ability to develop actionable insights and recommendations. Specifically looking for proficiency in Salesforce Suite and Looker
Responsibilities:
- Serve as the subject matter expert for Policy across all lines of business within Angi, including Retail Partners, Handy, and Angi Marketplace; serve as the go-to person for business partners to understand our internal tools for serving homeowners as well as discuss impact of Angi policies
- Participate in shadowing, focus groups, and audit survey feedback to identify where customers and reps need support via internal knowledge base articles and external help centers
- Develop a structure to identify, evaluate, prioritize, implement, and track efforts to improve homeowner satisfaction across all lines of business
- Ensure a consistent and efficient homeowner experience, no matter the channel, promoting first contact resolution and self-service where appropriate
- Partner with Care Operations and Care Enablement to test and implement new workflow approaches and/or periodic re-training and uptraining aligned with business and performance needs and to enhance the homeowner experience
- Support offshore BPO vendors to ensure service quality and efficiency.
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