Director, Homeowner Support

Denver, Colorado, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Home Services, BiotechnologyIndustries

Requirements

Candidates should possess a Bachelor's degree in a relevant field, with an MBA or advanced degree preferred. A minimum of 6 years of experience in Customer Experience is required, including at least 4 years in a senior leadership role with direct management of people leaders. Proficiency in Excel, Salesforce Suite, and Looker is essential, along with a deep understanding of customer needs, customer experience principles, a data-driven approach, and a passion for continuous improvement. Marketplace experience and familiarity with industry best practices are preferred.

Responsibilities

The Director, Homeowner Support will define and drive strategies for exceptional customer experiences across all touch points, ensuring homeowners feel valued and understood. This role involves mapping the end-to-end homeowner journey to identify opportunities for exceeding expectations and mitigating risk. Responsibilities include ensuring a consistent and efficient homeowner experience across all channels, promoting first contact resolution and self-service, and managing/optimizing relationships with offshore BPO partners to maintain service quality and efficiency. The Director will also partner with cross-functional teams to test and implement new technologies and approaches to enhance the homeowner experience, ensuring a feedback loop to Product and Marketing.

Skills

Customer Support Strategy

Operational Excellence

Data-Driven Strategy

Leadership

Customer Obsession

Customer Experience

BPO Management

Influencing Skills

Strategic Planning

Execution

Angi

Sustainability consulting for ESG performance ratings

About Angi

Angi Sustainability focuses on sustainability consulting by providing Environmental, Social, and Governance (ESG) performance ratings and science-based targets for investments. The company collaborates with organizations like the Carbon Disclosure Project and the United Nations Global Compact to help institutional investors and corporations improve their ESG practices. Angi Sustainability stands out by offering both consultancy services and subscription-based analytical tools, allowing clients to measure and enhance their sustainability efforts. The goal is to support clients in making responsible investment decisions and advancing their sustainability initiatives.

Milan, ItalyHeadquarters

2017Year Founded

$225.5MTotal Funding

VENTURE_UNKNOWNCompany Stage

Consulting, Social ImpactIndustries

1,001-5,000Employees

Benefits

Competitive compensation.

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

Risks

Increased competition from Thumbtack and TaskRabbit in the home services market.

Consumer shift towards DIY solutions may reduce demand for traditional services.

Potential backlash against ESG ratings could affect Angi Sustainability's credibility.

Differentiation

Angi offers a wide range of vetted home service professionals.

Angi Sustainability provides ESG performance ratings and science-based targets.

Partnerships with organizations like CDP and WWF enhance Angi's credibility.

Upsides

Growing demand for smart home solutions expands Angi's service offerings.

Increased interest in green home improvements aligns with Angi's sustainability focus.

Rising ESG reporting requirements boost demand for Angi Sustainability's services.

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