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Senior Operations Manager


This is a Full-time position in New York City, NY posted June 10, 2021.

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® (Nasdaq: ANGI), the world’s largest home services marketplace. 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 RoleOur marketplace has historically utilized individual providers as the primary source of supply, however, with the rapid growth in our retail partner business into complex services, we have begun working more closely with service companies. This role is a unique opportunity to help define, improve, and optimize how we work with & leverage this new type of supply.In this role you will be responsible for overseeing Company Experience for existing service companies on our platform. This includes managing our existing Company Support & Account Management team – including optimizing existing processes & identifying opportunities to improve company experience based on trends in interactions these teams have.This role will also closely monitor Company churn, identify opportunities to improve retention/ engagement, and partner with our product team to drive enhancements to our platform based on data driven hypotheses with the ultimate goal of improving Company experience. The ideal candidate is operationally driven, highly analytical, and comfortable getting into the weeds of processes while maintaining an eye on the overall strategic goal(s).What you’ll doThe scope of this mandate is broad, and requires exceptional capacity to prioritize and focus:* Enhance overall platform experience for our Company supply base* Identify, prioritize, and execute on opportunities to improve current processes related to Company interactions with our CX team(s)* Identify underlying driver trends related to Company interactions with our CX teams and develop actions to quickly drive improvements* Define drivers of Company churn and develop dashboards to closely track churn & report on these metrics on a weekly basis* Perform market research on competing platforms & identify areas for Handy to drive improvements* Serve as a strategic thought partner to other business teams on how to best leverage Company supply across complex services* Collaborate with and manage stakeholders across Operations, Onboarding, Partnerships, and CX to execute new engagement initiatives* Champion the ‘voice of the Company’ by collecting, analyzing, and reporting on Company sentiment (via surveys, roundtables, etc.)* Increase engagement by defining Handy’s ongoing communication strategy with Companies* Partner with Product & Engineering to drive improvements to our platform that improve company experience and reduce churnWhat we’re looking for* 4+ years of professional experience with evidence of increasing responsibility including project management and complex operations* Bachelor’s degree, preferably with a focus in an analytical field* Prior small company or start-up experience required. Experience with marketplaces or past consulting experience is a plus* Strategic and tactical experience designing, building and executing scalable processes from scratch, ideally in an operations intensive environment.* Exceptional quantitative skills and aptitude. Deep knowledge of Excel and familiarity with databases and SQL* Strong communication skills and attention to detail.* Creative problem-solver with excitement to work on cross-functional teams and projects* A passion for marketplaces, the sharing economy, and/or the on-demand services spaceCompensation & Benefits* Competitive salary and equity commensurate with experience and performance* Full medical, dental, vision package to fit your needs* Monthly Handy credits* Flexible vacation policy; work hard and take time when you need it* 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* 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