Handy is hiring a Remote Associate Director Strategy
\n \nHandy 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. \n \nStarted 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 worldโs largest home services marketplace including brands like HomeAdvisor and Angieโs 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.\n\n\n \nAbout the Role\n\n\n\nHandy is seeking a highly analytical and process driven Associate Director of Strategy that reports to the Director of Strategy and Operations. 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. \n\nWhat youโll Do\n\n\n* Develop and own Handyโs customer experience strategy and processes to enable accelerated growth\n\n* Own KPIโs and SLAโs for our different communication channels to enable customer delight\n\n* Direct workforce management of 250+ person CX team, coordinating analysis to direct hiring, skilling, and scheduling decisions\n\n* Provide feedback to direct and senior management as the voice of the customer and/or professional to increase satisfaction, sentiment, and retention \n\n* Work with Operations to pilot new procedures and work to automate or train CX team members to execute those that are most successful\n\n* Deliver regular qualitative and quantitative reporting to drive insights on improvements, ensure compliance and enhance the customer experience\n\n* Lead, coach and invest in personal development of our CX leaders and be a champion of our culture\n\n* Build an engaging and ambitious work environment thatโs focused on achieving operational excellence\n\n\n\n\nWhat we're looking for\n\n\n* A strong operator who has 5+ 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.\n\n* Highly analytical and structured problem solver with financial modelling ability\n\n* Customer-centric leader capable of balancing several priorities\n\n* Ability to work independently with excellent time management; must be able to multitask \n\n* Willingness to get hands dirty and do whatever it takes to ensure success\n\n* Willingness to adapt to a fast-paced work environment; hack, test and learn mentality; team player\n\n* Experience managing remote agents / BPOs and/or Zendesk is a plus \n\n* Excellent written and verbal communication skills\n\n\n\n\n\n\nCompensation & Benefits\n\n\n* Competitive salary and equity commensurate with experience and performance\n\n* Full medical, dental, vision package to fit your needs\n\n* Monthly Handy credits\n\n* Flexible vacation policy; work hard and take time when you need it\n\n* A fun office in the heart of the Flatiron district, always stocked with coffee, snacks and drinks; catered lunch and dinner, foosball, office events and team outings\n\n* Ground floor opportunity with the team\n\n* The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Executive, Assembly, Mobile, Senior and Legal jobs that are similar:\n\n
$80,000 — $120,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nNew York City, New York, United States
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