Director, Quality & Performance

At Angi, we have one simple mission: Get all your home service jobs done well. That’s how we’ve helped over 150 million homeowners care for their homes over the last 25+ years. Today, our network has grown to over 200,000 skilled local pros — and our platform has made it easier than ever to find the right one for your project, from repairs to renovations and everything in between.

About the Role:

Angi is seeking a forward-thinking and data-driven Director of Quality & Performance to lead the transformation of Angi’s quality and performance excellence programs. In this role, you will champion a shift from traditional, transactional quality assurance to a strategic function that leverages cutting-edge technology and AI to drive continuous improvement. You will provide leadership and strategic direction to an operational team, while also spearheading the development and implementation of innovative solutions to analyze interactions and performance data, identify trends, and generate actionable insights. We don’t believe that data should live in a vacuum, so you’ll also own the feedback loops to rep managers, training, business leaders, and product. If you're a change agent with a passion for quality and a knack for leveraging data to drive impactful decisions, we encourage you to apply!

What You'll Do:

• Vision & Strategy:
  • Define and champion the vision for a data-driven quality and performance program that drives excellent customer experiences and delivers tangible business results.
  • Develop and implement a comprehensive strategy for the Operations organization, incorporating emerging trends in quality assurance, data analytics, and AI.
  • Establish a framework for measuring and monitoring quality and performance and implement systems that drive continuous improvement.
• Leadership & Team Development:
  • Provide strategic direction and mentorship, fostering a culture of excellence, data driven decision making, and individual growth, while encouraging the exploration of new tools and approaches.
  • Collaborate with the team’s people leaders to set performance goals, provide coaching and development opportunities, and ensure the team is equipped to execute the team’s strategy effectively.
• Data Analysis & Insights:
  • Lead the development and implementation of advanced analytics and AI-powered solutions to analyze rep performance and customer interaction data, identify trends, and extract meaningful insights.
  • Drive the adoption of data visualization and reporting tools to communicate key findings and recommendations to stakeholders across the organization.
• Continuous …