Care Operations: Workforce Strategy Lead

Angi; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision

401K with company match

Flexible vacation policy

Pet discount plans

Job summary

Angi is seeking a Senior Associate of Care Operations to help shape staffing strategy for global Care teams, focusing on frontline support, escalations, onboarding, and retention. You will collaborate with the Care Ops team to optimize workforce management, drive tool improvements—including AI—and harness data to guide strategic decisions.

You’ll forecast workforce needs, partner with vendors, and contribute to a playbook that scales improvements in how Angi engages with pros and homeowners;

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1-3 years in operations, strategy, or related field with measurable results.
• Strong analytical and problem-solving skills with process optimization experience.
• Strategic thinker who translates ideas into actionable plans for growth.
• Experience with BI tools (Looker/Tableau) to analyze data and inform decisions.
• Familiarity with AI tools and how emerging tech can improve operations (plus).

Responsibilities

• Support workforce management planning for phone teams with vendors.
• Assist with forecasting, reporting, and vendor communications.
• Learn and become expert in BI and ops tools to optimize call efficiency and KPI trends.
• Validate partner invoices and manage monthly contributions by vendors.
• Help design staffing plans and tailor KPIs to headcount planning needs.
• Build reporting in systems to give visibility into performance and inform decisions.

Skills

Analytical skills

Forecasting

Strategic thinking

Data-driven decisions

Looker

Tableau

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Playvox

Job description

Angi is seeking a Senior Associate of Care Operations to help shape staffing strategy for global Care teams, focusing on frontline support, escalations, onboarding, and retention. You will collaborate with the Care Ops team to optimize workforce management, drive tool improvements—including AI—and harness data to guide strategic decisions.

You’ll forecast workforce needs, partner with vendors, and contribute to a playbook that scales improvements in how Angi engages with pros and homeowners;