Senior Associate, Care Operations

About the role

Angi’s Care Operations team coordinates the staffing strategy for support and success agents across multiple lines of business. In this role, you’ll be deeply involved with our staffing strategy for Care teams focusing on frontline support, escalations, onboarding assistance, and retention. The key mission for our agents is to ensure pros and homeowners have a top tier experience when they need support.

Join us in reshaping how Angi engages with pros and homeowners as the Senior Associate of Care Operations! In this role, you’ll work alongside the Care Operations team to optimize our global workforce management team and drive strategic improvements to the tools we use everyday. As part of this team, you’ll become an expert in deploying innovative technology and tools (including AI, which is rapidly evolving / disrupting the customer service industry), learn how to harness data to make informed business decisions, and enhance our strategy playbook to scale improvements in how we connect and interact with pros and homeowners.

Day-to-day, you’ll support strategy for our workforce team, manage forecasts, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, there will be opportunity to work directly with workforce partners and optional travel to international call center locations.

What you’ll do

Support workforce management planning for phone teams, working closely with vendors

Assist with forecasting, reporting, and vendor communication

Become an expert in the tools (including AI) / platforms we use as well as performance trends to optimize call efficiency and drive financial KPIs

Receive and validate invoices based on each partners hourly contribution on a monthly basis

Help optimize staffing plans across multiple teams, learning the unique KPIs for each and how they relate to effective headcount planning

Learn how to build in our reporting tools to give our team better visibility into performance, hold external vendors accountable, and inform strategic business decisions

Who you are

A bachelor's degree, or equivalent practical experience that demonstrates comparable knowledge and capability

1-3 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

Experience with Salesforce Service Cloud or Playvox is a plus, but not required.

Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats

Excellent written and verbal communication skills with the ability to concisely present information to different audiences

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