Associate Director, Customer Engagement Strategy

About the team

Join us in reshaping how Angi engages with millions of consumers each year as the Associate Director of Customer Engagement Strategy! In collaboration with our product organization, which is investing heavily to transform Angi's digital platform, the Associate Director of Customer Engagement Strategy will drive the execution of our bottom⁃of⁃funnel strategy to help our consumers get their household projects done well with Angi Pros.

In this role, you'll work alongside the Senior Director and VP of Homeowner Success to maximize the value of our new telephony system, develop customer segmentation strategies and drive improvements in outreach by prioritizing and tailoring communication to optimize KPIs, such as NPS and customer LTV. As part of this mandate, you will spearhead the deployment of new tools, harness data-driven insights, and enhance our playbook to guide our global team of advisors at scale.

Day-to-day, you'll devise strategy, create frameworks, manage projects, and collaborate cross-functionally to drive measurable results in critical areas of our business. Additionally, you'll ensure strategic alignment with senior stakeholders, including our Chief Customer Experience Officer, and manage key relationships, particularly with our product team, influencing the Homeowner business product roadmap.

What you'll do

• Support strategic planning and product prioritization through research, quantitative analysis and modeling
• Own key initiatives, ranging from system consolidation to customer segmentation strategy, from concept through execution and success measurement
• Develop the team's capability to move tools and processes from early stage implementation to stable, scaled operations
• Collaborate with Product and Business Analytics to continuously improve data availability to enable automated operational reporting, support our quality efforts, and facilitate increasingly personalized engagement
• Craft executive-level presentations summarizing key findings and making recommendations

Who you are

• Minimum of a bachelor's degree or equivalent experience
• 5-8 years of professional experience in operations, management consulting, or strategy
• Previous experience in a fast-paced environment, demonstrating adaptability and a willingness to wear multiple hats
• Customer-centric mindset with a passion for innovating to deliver value and elevate the customer experience
• Proven ability to think strategically and develop actionable plans to drive business growth and operational efficiency
• Strong analytical skills and solid understanding of operations, including process optimization and project management
• Advanced experience with business intelligence tools (eg. Looker, Tableau, etc.)
• Ability to collaborate cross-functionally and influence decision making across the organization
• Excellent written and verbal communication skills with the ability to concisely present complex information to audiences ranging from front-line contact center representatives to executive leaders
• Contact center experience preferred

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

• The salary band for this position ranges$150,000 - $170,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
• 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