Senior Associate, Care Operations
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Job Description
Senior Care Operations Associate optimizing workforce planning, forecasting, vendors, and AI tools for Angi’s home-services platform. Improving support efficiency and financial KPIs for pros and homeowners.
Responsibilities:
- Support workforce management planning for phone teams and work closely with vendors
- Assist with forecasting, reporting, and vendor communication
- Use tools, including AI, and platforms to optimize call efficiency and drive financial KPIs
- Receive and validate monthly invoices based on partners' hourly contributions
- Optimize staffing plans across multiple teams and learn their unique KPIs
- Build reports in reporting tools to improve performance visibility
- Hold external vendors accountable
- Inform strategic business decisions
- Collaborate with the Care Operations team and cross-functional partners
- Contribute to staffing strategy for frontline support, escalations, onboarding assistance, and retention
Requirements:
- 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
- Track record of driving measurable results
- Excellent analytical skills
- Solid understanding of operations, including process optimization and project management
- Strategic thinking and ability to translate ideas into actionable plans
- Hands-on experience with business intelligence tools such as Looker or Tableau
- Experience with Salesforce Service Cloud or Playvox is a plus, but not required
- Experience in a fast-paced environment, demonstrating adaptability and willingness to wear multiple hats
- Excellent written and verbal communication skills
- Comfort using AI tools for drafting, summarizing, analyzing data, and streamlining repetitive tasks
- Curiosity about emerging technology and its application to operations
- Legal authorization to work in the United States
Benefits:
- Competitive year end performance bonus
- Full medical, dental, vision package
- Flexible vacation policy
- Pet discount plans
- Retirement plan with company match (401K)
- Optional travel to international call center locations
- Opportunity to work with motivated teammates on unique challenges
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