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src="/js/_libraries/jquery/jquery-3.6.1.js" type="text/javascript"></script> <script src="/js/_libraries/jquery/jquery-migrate-3.4.0.js" type="text/javascript"></script> <script src="/js/_libraries/jquery/jquery-polyfill.js" type="text/javascript"></script> <script src="/js/_libraries/jquery/plugins/ui/jquery.ui.js?6.51.3" type="text/javascript"></script> <script src="/js/_libraries/jquery/plugins/qtip/jquery.qtip.js?6.51.3" type="text/javascript"></script> <script src="/js/_libraries/jquery/plugins/clickr/jquery.clickr.js?6.51.3" type="text/javascript"></script> <script>var dv_language = 'en_us';</script> <script type="text/javascript"> var DV_DEPUTY = ""; var DV_APP_ROOT = ""; var DV_ID = "Izx5rZO1Lm"; var DV_SUBDOMAIN = ""; var DV_CUSTID = ""; var DV_USER_FIRSTNAME = ""; var DV_USER_LASTNAME = ""; var DV_USER_EMAIL = ""; var DV_USER_ID = ""; var DV_PAGE_TITLE = "JazzHR"; var DV_GA_ID = ""; var DV_LOCATION = 'app'; var DV_WEBSITE_URL_HTTP = "http://expertise.applytojob.com"; var DV_WEBSITE_URL_HTTPS = "https://expertise.applytojob.com"; var DV_S3_BUCKET_NAME = "resumator"; var DV_ADDRESS_MANDATORY = 1; var SEO_CAMPAIGN_1 = "59793"; var SEO_CAMPAIGN_2 = "Expertise"; </script> <script type="text/javascript"> var DV_RESPONSIVE_LAYOUT = true; var DV_JOB_BOARD_CODE = 'Izx5rZO1Lm'; var doc = document.documentElement; doc.setAttribute('data-useragent', navigator.userAgent); doc.setAttribute('lang', window.dv_language.replace('_', '-')); </script> </head> <body class="resumator-jobboard-page jobboard job-Izx5rZO1Lm dept-"> <a href="#job-description" class="skip-link" tabindex="0">Skip To Job Description</a> <header> <nav> <div class='jobs-navbar'> <div class='container'> <a href="http://expertise.applytojob.com/apply/" id='resumator-back-button' class="btn btn-link"> <i class='fa fa-chevron-left'></i><span class="desktop" id="resumator-view-all-jobs-text">View All Jobs</span> </a> <div class='brand-logo'> <a href="http://expertise.applytojob.com/apply"> <img src="//s3.amazonaws.com/resumator/customer_20190726205447_IOH5MDOZAY4K8XIJ/logos/20210121230345_logo-Expertise-com.png" alt="brand logo"/> </a> </div> <a href="http://Expertise.com" class='btn btn-link btn-icon-right'> <span id="resumator-view-our-website-text">View Our Website</span> <i class='fa fa-chevron-right'></i> </a> </div> </div> </nav> <div class='page-header job-board-listing-header'> <div class='container'> <span class="logo-container"> <i class='fa fa-chevron-down pull-right'></i> <div class='brand-logo'> <a href="http://expertise.applytojob.com/apply"> <img src="//s3.amazonaws.com/resumator/customer_20190726205447_IOH5MDOZAY4K8XIJ/logos/20210121230345_logo-Expertise-com.png" alt="brand logo"/> </a> </div> </span> </div> </div> </header> <main> <div class="welcome-message hidden"> <div class="container"> <h2>Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.</h2> </div> </div> <div class='job-header'> <div class='container'> <h1>Manager, Consumer Concierge Services (Remote)</h1> <div class="job-attributes-container"> <div title="Location"> <i class='fa fa-map-marker'></i>Remote </div> <div id='resumator-job-employment' title="Type"> <i class='fa fa-clock-o'></i>Full Time </div> <div id='resumator-job-experience' title="Experience"> <i class='fa fa-graduation-cap'></i>Manager/Supervisor </div> </div> <div class="social-tools"> <a class="btn btn-lg btn-gray" data-test="job-board-responsive-share" href="https://expertise.applytojob.com/app/share/Izx5rZO1Lm" target="_blank" role="button" data-track-share-click="Responsive"> <i class="fa fa-share-alt"></i> Share </a> </div> </div> </div> <div class='page-body job-details'> <div class='container'> <div class='row'> <div class='col col-xs-7 description' id="job-description"> <p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Arial, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">About Us</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">At </span></span></span></span></span></span><a href="https://www.expertise.com/" style="text-decoration:none;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#1155cc;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:underline;"><span>Expertise.com</span></span></span></span></span></span></span></a><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">, we make it easy to find the best local experts, every time. </span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Starting in 2016, we built a platform that services over 6 million annual visitors and connects them with local professionals. To date, we’ve worked with over 500,000 providers in more than 200 different industries. Our biggest differentiator is our research process – we’re confident that if we say this provider is one of the best, it absolutely is. </span></span></span></span></span></span></span></p><p style="line-height:1.38;"> </p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:600;"><span style="font-style:normal;"><span style="text-decoration:none;">Mission</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">We’re passionate about helping customers find the absolute best local service professionals for their needs – saving them time, money and potential headaches. We stand behind every recommendation (roofers, dentists, photographers, attorneys – you name it!) and celebrate every happy customer.</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">We also live to help businesses thrive - lifting the burden of marketing by connecting quality service providers with interested customers. We dive deep into figuring out what makes each provider the best at what they do. It’s working – we’ve been able to generate more than $200M in revenue for the local businesses featured on our site.</span></span></span></span></span></span></span></p><p style="line-height:1.38;"> </p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Ownership Opportunity</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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. </span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Specifically, you’ll own:</span></span></span></span></span></span></span></p><ul><li style="list-style-type:disc;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Vision for a consumer concierge product that delivers excellent returns for both consumers and providers (we want them to continue to use and recommend us!)</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Increase of conversation rate and reduction of AHT resulting in real revenue growth</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Strategy to improve process, reduce hiccups and overcome existing obstacles </span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Analytics and data strategy to determine if we are succeeding in our concierge team goals</span></span></span></span></span></span></span></li><li style="list-style-type:disc;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">Execution with a team that you coach,  mold, and/or hire</span></span></span></span></span></span></span></li></ul><p> </p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">You in the Role</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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:</span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Strategy</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You’ve seen what the next stage looks like and have strong ideas on how to get us there. You’re the one writing the playbook, not waiting for it to be delivered to you.</span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Process Creation</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You live for a strong, scalable process that makes sense. You’re willing to experiment until something clicks and then scale it from there. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Metrics and Data Analysis </span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">– You can create dashboards and measure performance of your ownership areas. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Customer Focus</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You generally care about the customers, on both sides of our marketplace (consumer and providers). You don’t do your work just to hit metrics and get a gold star – you actually want to help people. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Strong Coaching</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You know how to grow and develop the people who work with you. You have a philosophy on leadership and care about people. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#1d1c1d;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Call Scripting</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You can create call scripts that have personality and will delight consumers, control conversations and drive results. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#1d1c1d;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Good Communication</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – You’re a great communicator internally, keeping your team, key cross functional folks and leadership in the loop on what matters and how things are trending. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#1d1c1d;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Offshore Experience</span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – Ideally, you have offshore experience (we have a team in the Philippines) and know how to leverage non-US talent in an effective way. </span></span></span></span></span></span></span></p><p style="line-height:1.38;margin-left:48px;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#1d1c1d;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Lifelong Learner </span></span></span><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;"> – This role deals with many different industries with their own requirements, nuances and intricacies. You should be comfortable with ambiguity, be able to find solutions and always adapt to new challenges.</span></span></span></span></span></span></span></p><p> </p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">How We Work</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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. </span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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!</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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. </span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">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!</span></span></span></span></span></span></span></p><p style="line-height:1.38;"> </p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:700;"><span style="font-style:normal;"><span style="text-decoration:none;">Compensation</span></span></span></span></span></span></span></p><p style="line-height:1.38;"><span style="font-size:16px;"><span style="font-variant:normal;white-space:pre-wrap;"><span style="font-family:Montserrat, sans-serif;"><span style="color:#000000;"><span style="font-weight:400;"><span style="font-style:normal;"><span style="text-decoration:none;">The salary range for this role is $110,000 - $140,000 annually.</span></span></span></span></span></span></span></p> </div> <div class="resumator-mobile-apply-wrapper mobile"> <a id="resumator-mobile-share-button" class="btn" data-test="job-board-responsive-share" href="https://expertise.applytojob.com/app/share/Izx5rZO1Lm" target="_blank" role="button" data-track-share-click="Responsive"> <i class="fa fa-share"></i> Share </a> <button type="button" id="resumator-mobile-apply-button" class='btn'> <i class="fa fa-user-plus"></i> Apply </button> </div> <div id="job-application-form-container" class='col col-xs-5 job-application-form'> <div id="resumator-application-form"> <div class="resumator-resume-text" id="resumator-resume-upload"> <h3 class="resumator-resume-text" id="resumator-resumes-title"> Apply for this position </h3> <div class="required-help-text">Required<i class="asterisk">*</i></div> <div id="resumator-apply-with-indeed-wrapper"> <span id="resumator-indeed-apply-widget" class="indeed-apply-widget" data-indeed-apply-apiToken="e7ead154e87d9b9107701fb9b23d0166117d5716f539c95cde882041de21443d" data-indeed-apply-jobTitle="Manager, Consumer Concierge Services (Remote)" data-indeed-apply-postUrl="https://Expertise.applytojob.com/apply/parse/ia/Izx5rZO1Lm?1732408218QVWZTRSUXY" data-indeed-apply-questions="https://Expertise.applytojob.com/apply/get/questions/Izx5rZO1Lm?1732408218QVWZTRSUXY" data-indeed-apply-phone="required" data-indeed-apply-jobmeta="" data-indeed-apply-allow-apply-on-indeed="0" > </span> <div class="resumator-external-apply-button indeed"> <div class="logo indeed-logo"></div> <div class="text" id="resumator-apply-with-indeed-text">Apply with Indeed</div> </div> <script> (function(d, s, id) { var js, iajs = d.getElementsByTagName(s)[0]; 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