Director, Homeowner Support

Define and drive the strategy for delivering exceptional experiences across all touch points, ensuring Angi’s customers feel valued, understood, and empowered. Foster a positive, supportive, and lively work environment while providing opportunity for team members to tackle new roles and take on new responsibilities. Map an end-to-end homeowner journey, including key interactions and areas of opportunity to exceed expectations as well as de-escalate and mitigate risk to the Angi business. Ensure a consistent and efficient homeowner experience, no matter the channel, promoting first contact resolution and self-service where appropriate, driving positive ROI and cost-consciousness throughout. Partner with cross-functional teams to test and implement new technologies and approaches to enhance the homeowner experience, ensuring there is a feedback loop of the experience to the rest of the company, including to Product and Marketing. Manage and optimize relationships with offshore BPO partners to ensure service quality and efficiency.