Angi

Angi

Senior Manager, Analytics (Customer Care)

Remote - United States · Senior

Sponsorship not specified$155k-$210kDetected 29 days ago
Data StructuresSQLMachine LearningData EngineeringData ScienceData VisualizationA/B TestingJiraSalesforceCRMRecruitingCadenceLeadershipCommunicationMentoringPublic Speaking

About the role

  • Angi's Care Analytics team is at the center of how we understand, grow, and retain our Pro network.
  • This is a highly visible, high-impact role that requires someone equally comfortable writing SQL one day and presenting findings to a leadership team the next morning.

Responsibilities

  • Lead the Weekly Metrics review for senior leadership, including narrative development and proactive identification of metric gaps in our retention trends.
  • Manage transitions of report stewardship within the team and ensure analytical continuity (e.g., onboarding new analysts to weekly cadences without degrading output quality).
  • Run a weekly Care Analytics prioritization process: maintain the backlog across multiple stakeholder groups (Care leadership, Pro product, Finance), arbitrate competing priorities, and communicate trade-offs clearly.
  • Manage and develop a team of analysts (Senior Analysts, Analysts), providing coaching on both technical craft and business communication.
  • Champion the Analytics + AI literacy initiative, helping team members build skills in AI-assisted analysis and productivity tooling.
  • Drive structured investigations into metric deterioration Leverage regression analysis, cohort segmentation, and hypothesis testing to isolate drivers of key metrics and distinguish correlation from causation.
  • Partner with Data Science and Product Analytics on metric definitions, unified views for migrations, and new metric builds.
  • Validate and QA metric definitions end-to-end, including numerator/denominator alignment, data source mapping, and appropriate use of segment filters.
  • Our AI tools are designed to complement, not replace, human decision-making.

Nice to have

  • 6+ years of analytics experience, with 2+ years managing analysts in a fast-paced, data-intensive environment.
  • Proven track record stewarding executive-facing reporting cadences-ideally weekly business reviews-with a strong ability to translate metric movements into business narratives.
  • Expert-level SQL and proficiency with BI tools (Looker preferred)
  • Experience with retention/cohort analysis, churn modeling, or marketplace analytics.
  • Experience in a marketplace, e-commerce, or home services business with a two-sided network (pro/consumer or seller/buyer).
  • Familiarity with Salesforce data structures and CRM-based analytics (save events, churn events, case history).
  • Experience with metric migration projects (e.g., moving reporting between data warehouses or unified explore environments).
  • Exposure to AI/ML applications in analytics (coaching impact sizing, predictive churn, prospect scoring).

Skills

  • Define project scopes and ETAs, track delivery, and surface blockers early-including upstream data/engineering dependencies.
  • Act as the analytical voice in leadership discussions on customer metrics, rules, program effectiveness, and optimization strategies.
  • Translate ambiguous asks from business leaders into structured analytical plans with defined hypotheses, recommended cuts, and timelines.

Compensation

  • The base salary band for this position ranges from $155,000-$210,000, commensurate with experience and performance. Compensation may vary based on factors such as geographic location
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
  • We value diversity
  • We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems.
  • Our hiring process may utilize artificial intelligence (AI) tools to assist in candidate screening and assessment.
  • Our AI tools are designed to complement, not replace, human decision-making.
  • The base salary band for this position ranges from $155,000-$210,000, commensurate with experience and performance.

Benefits

  • This position will be eligible for a competitive year end performance bonus & equity package
  • Full medical, dental, vision package to fit your needs
  • Flexible vacation policy; work hard and take time when you need it
  • Pet discount plans & retirement plan with company match (401K)
  • We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Company info

  • The Senior Manager, Analytics stewards the analytical strategy and cadence that drives decision-making across Pro retention, churn, cash collection, and care team effectiveness.
  • In this role you will serve as the primary analytical partner to our customer care business unit -translating complex, weekly data signals into actionable narratives.
  • You will lead a team of analysts, manage a dynamic project backlog, and set the standard for analytical rigor across Customer Care Network metrics.
  • Weekly & Monthly Business Reviews
  • Steward and publish weekly business reviews, synthesizing key metrics and signals into clear, stakeholder-ready commentary.
  • Flag material metric movements proactively-distinguishing noise from signal-and recommend whether to investigate immediately, monitor, or backlog.
  • Analytical Prioritization & Team Management
  • Deep-Dive Investigation & Root Cause Analysis
  • Stakeholder Partnership
  • Collaborate cross-functionally with Care Ops, Finance, Product, and Data Engineering to ensure analytical outputs are grounded in operational reality.
  • Partner with Data Engineering on data quality issues to ensure reporting reliability.
  • Who you are:
  • Expert-level SQL and proficiency with BI tools (Looker preferred); comfortable building and validating complex metric logic from scratch.
  • Strong statistical judgment: ability to distinguish meaningful trends from noise, apply regression analysis, and design structured investigations with clear hypotheses.
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