Manager, Consumer Concierge Services (Remote)

Ownership Opportunity

This role is about ownership - you will fully own and level up, a critical part of our business, the consumer concierge team. The ideal candidate has a background in management and call center operations and is ready to roll up their sleeves and build something that can scale and last.

Specifically, you'll own :

• Vision for a consumer concierge product that delivers excellent returns for both consumers and providers
• Increase of conversation rate and reduction of AHT resulting in real revenue growth
• Strategy to improve process, reduce hiccups and overcome existing obstacles
• Analytics and data strategy to determine if we are succeeding in our concierge team goals
• Execution with a team that you coach, mold, and / or hire

You in the Role

We're looking for someone who already has experience in management in a call center type environment. The best fit is someone who has startup experience and has seen a call center grow and evolve from a seedling to a well-oiled machine. We're not technically a seedling - we currently have a team of almost 20 agents doing 400 calls a day but our vision is to grow much bigger. Specifically, this role will require :

How We Work

We follow a "remote first" working environment. We're not a grind heavy startup culture of folks that work around the clock. Our days are action packed, focused and highly productive. We're also not a meeting heavy culture - instead reserving meeting time for collaboration, problem solving, and things that really matter.

We're also a bunch of data and analysis nerds who swap stories about metrics and our favorite excel formulas. Pretty much every role has a data analysis element and you have to be able to hang with the jargon and spreadsheets involved. If that sounds fun to you - you're our kind of people!

This role can be based in any US time zone as long as you are generally willing to work west coast working hours, with some exceptions as needed. In our culture, most of the work gets done during these hours and collaboration is at a high point.

Our biggest strength is our team and people who work here say that's what they value most about Expertise.com. It's a truly great group of people collaborative, kind, smart, with a GSD attitude. We've got a lot to build and we have fun doing it together. This has been and continues to be an exciting year for us. Come join us!

Compensation

The salary range for this role is $110,000 - $140,000 annually.