Note: The job is a remote job and is open to candidates in USA. Angi is a global company that has been a leader in the home services industry for over 30 years. The Manager of Care Operations will coordinate staffing strategies for phone agents, optimize workforce management, and enhance operational efficiency through innovative tools and data analysis.
Responsibilities
- Coordinate workforce management for pro phone teams, working closely with vendor site leadership and Angi internal management
- Lead a small team who will support you with pro forecasting, reporting, and vendor communication
- Develop and disseminate monthly staffing forecasts derived from Finance projections and volume trends
- Become an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIs
- Serve as escalation point to resolve production challenges that could impair the business ability to achieve KPI targets
- Proactively identify challenges and support projects to address recurring production bottlenecks and roadblocks
- Enhance our reporting capabilities, working with the Data & Analytics team to build reports, coordinate analyses, and leverage insights to hold external vendors accountable and inform strategic business decisions
Skills
- A bachelor's degree, or equivalent practical experience that demonstrates comparable knowledge and capability
- 2–4 years of professional experience in operations, strategy, or a closely related field, with a track record of driving measurable results
- Excellent analytical skills and solid understanding of operations, including process optimization and project management
- A strategic thinker who can translate ideas into actionable plans that drive business growth and operational efficiency
- Hands-on experience with business intelligence tools such as Looker or Tableau to investigate questions with data and make informed decisions
- Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats
- Experience leading or contributing to conversations with external business partners, clients, or prospects
- A collaborative approach, with the ability to work cross-functionally and influence decision-making within our team
- Excellent written and verbal communication skills with the ability to concisely present information to audiences ranging from front-line contact center representatives to team leads
- Comfort using AI tools to work more efficiently—drafting, summarizing, analyzing data, and streamlining repetitive tasks—and a curiosity about how emerging technology can improve operations
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
Company Overview