Director, Customer Strategy at Handy

Director, Customer Strategy

United States – Remote

Handy is a home services marketplace on a mission to disrupt the $400B home services market by seamlessly delivering every service to every home. Handy has fundamentally changed the way the world buys home services by making it as easy to buy a service online as it is to buy a product. We connect customers to vetted, independent local professionals at the tap of a button, while providing upfront pricing, customer choice in scheduling (no more pesky 4 hour windows), cashless payments and a service guarantee.

Started in 2012 by Oisin Hanrahan & Umang Dua, Handy has scaled to offer cleaning, installation and assembly services across the US, Canada and the UK. Handy offers its services both direct-to-consumer via our website and mobile apps and through partnerships with some of the largest retailers in the world, including Wayfair, Walmart, Lowes, Costco and more. As of 2019, Handy is an independently operated subsidiary of ANGI Homeservices (Nasdaq: ANGI), the world’s largest home services marketplace including brands like HomeAdvisor and Angie’s List. This milestone is allowing us to expand to hundreds of more home services to bring the Handy experience to millions of more customers and professionals.

About the Role

Handy is seeking a highly analytical and process-driven Associate Director of Customer Strategy that reports to the Senior Director of CX and Sales. In this role you will own strategy development, execution and oversight of Handy’s customer and professional experience. You will hire, manage and develop high-performing CX leaders as we scale our operations and grow our business. You will be responsible for identifying gaps and opportunities and working closely with counterparts in Product, Engineering, Marketing, Operations and Legal to solve challenging problems.

What you’ll Do

• Develop and own Handy’s customer experience strategy and processes to enable accelerated growth
• Own KPI’s and SLA’s for our different communication channels to enable customer delight
• Direct workforce management of 250+ person CX team, coordinating analysis to direct hiring, skilling, and scheduling decisions
• Provide feedback to direct and senior management as the voice of the customer and/or professional to increase satisfaction, sentiment, and retention
• Work with Operations to pilot new procedures and work to automate or train CX team members to execute those that are most successful
• Deliver regular qualitative and quantitative reporting to drive insights on improvements, ensure compliance and enhance the customer experience
• Lead, coach and invest in personal development of our CX leaders and be a champion of our culture
• Build an engaging and ambitious work environment that’s focused on achieving operational excellence

What we’re looking for

• A strong operator who has 8+ years in customer service, (at a high growth company, preferred) across multiple channels (voice, email, chat, etc), OR experience in consulting, finance, strategy, or operations.
• Highly analytical and structured problem solver with financial modeling ability
• Customer-centric leader capable of balancing several priorities
• Ability to work independently with excellent time management; must be able to multitask
• Willingness to get hands dirty and do whatever it takes to ensure success
• Willingness to adapt to a fast-paced work environment; hack, test and learn mentality; team player
• Experience managing remote agents / BPOs and/or Zendesk is a plus
• Excellent written and verbal communication skills

Compensation & Benefits

• Competitive salary and equity commensurate with experience and performance
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Ground floor opportunity with the team
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world