About the role

Role Overview

As Manager, Care Operations at Angi, you’ll lead the care phone workforce/staffing strategy for Pro Care teams, helping drive pro frontline support, onboarding assistance, and pro retention.

You’ll also work to optimize Angi’s global workforce management capabilities, including adoption of innovative tools (notably AI), data-driven decision making, and improvements to the team’s strategy playbook.

Responsibilities

Coordinate workforce management for pro phone teams in partnership with vendor site leadership and internal management.
Lead a small team supporting pro forecasting, reporting, and vendor communication.
Create and disseminate monthly staffing forecasts using Finance projections and volume trends.
Become an expert in the tools/platforms (including AI) and performance trends to optimize call efficiency and achieve financial KPIs.
Serve as an escalation point to resolve production issues that could jeopardize KPI targets.
Identify recurring production bottlenecks/roadblocks and support projects to reduce them.
Improve reporting by partnering with Data & Analytics to build reports, coordinate analyses, and hold external vendors accountable.
Increasingly manage key external relationships and provide guidance to influence the roadmap.

Requirements

Bachelor’s degree (or equivalent practical experience).
2–4 years of experience in operations, strategy, or a related field with measurable results.
Strong analytical skills and solid operations understanding (process optimization, project management).
Ability to translate strategy into actionable plans that improve growth and efficiency.
Hands-on experience with business intelligence tools such as Looker or Tableau.
Experience in a fast-paced environment; adaptable and comfortable with shifting priorities.
Experience engaging with external partners/clients.
Strong written and verbal communication skills.

Nice to Haves

Experience/comfort working with AI-enabled customer service and evolving workforce tooling.

About Angi

Angi is a home services company that powers the future of the home services industry, helping homeowners find skilled pros and helping pros find winnable work. Founded as Angie’s List in 1995 and rebranded in 2021, Angi operates globally with multiple brands and large ongoing volumes of home projects.