Manager, Care Operations

Angi At a Glance

• Founded in 1995 as Angie’s List and rebranded in 2021
• Global company with 9 brands in 8 countries and employees worldwide
• Homeowners have turned to us for 300 million home projects and counting

About The Role

The Care Operations team coordinates the staffing strategy for phone agents across multiple lines of business. In this role, you’ll be deeply involved with our phone staffing strategy for Pro Care teams focusing on frontline support, onboarding assistance, and pro retention.

The key mission for our phone reps is to help pros who work with Angi or want to work with Angi get the most out of the partnership. Join us in reshaping how Angi engages with pros as the Manager 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 every day.

• Work alongside the Care Operations team to optimize our global workforce management team and drive strategic improvements to the tools we use every day
• Devise strategy for our workforce team, manage priority projects, and collaborate cross-functionally to drive measurable results in critical areas of our business
• 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

Responsibilities

• Carefully 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

Requirements

• 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

Qualifications

• None specified

Skills

• Strong organizational and project management skills
• Ability to analyze data and make informed decisions
• Effective communication and collaboration skills
• Proficiency with business intelligence tools
• Experience with AI and emerging technologies

Benefits

• 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)

Pay

The salary band for this position ranges from $80,000-$125,000, commensurate with experience and performance.

Schedule

N/A