We wake up to more than a job. We’re chasing a huge opportunity to change a 15B industry. It’s new territory full of new challenges, ideas, and wins — and we’re excited for the journey.
Instapro is part of Angi.
Based in: France, Germany, UK, or Netherlands
Note that Instapro Group is part of Angi Inc (NASDAQ: ANGI). This role enables Angi's international markets, in
in the UK, France, Germany, the Netherlands and Canada.
At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.
Angi at a glance:
A new homeowner turns to Angi every second
Our network has 150,000+ skilled pros in 50+ service categories
150,000,000+ projects brought to Angi (and counting)
Why join Angi:
Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well.
For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business.
We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.
Angi is an amazing place to call home. We can’t wait to welcome you.
About the team:
We support our operations in the Netherlands, UK, Germany, France, Canada, Austria and Italy. Our team believes cross-functional collaboration is the enabler of high performance. Collaborating closely with Product Management, Technology, UX, Data, Marketing and Legal, we enable operational, customer service teams. We’re comfortable working with both technical and less-technical disciplines, making sure there is transparency in reporting & performance monitoring, simplicity of policy & process design, and quality assurance on execution. We communicate changes clearly, across our operations. And simplify the integration of those changes into business-as-usual for our people.
What you’ll do:
We believe in cross-functional collaboration as the enabler of high performance. As an Enablement Manager, you'll continuously improve how we operate Customer Service, defining our core operational processes, and scope an integrated plan to deliver it with consistent quality.
You’ll “get up on the roof” to see the whole business; and make recommendations that drive the business forward at the right time, enhancing our business policies and processes, whilst limiting business risk. Naturally curious, you’ll take an evidence-based and pragmatic approach to decision making to improve our business operations.
A primary pillar in the Enablement Department, your team collaborates closely with Legal, Customer Service / Operations, Program Management, Product Management, Marketing, Analytics, Technology and UX, enabling agile teams to strategize, plan, and deliver at scale to achieve our desired outcomes. Comfortable working with both technical and less technical disciplines, you’ll ensure transparency of reporting & performance monitoring, simplicity of policy & process design, quality assurance on execution and management of escalations and legal requests. Leveraging tools like Confluence, Jira, Looker and Salesforce, you’ll ensure clear communication of changes and simplify the integration of those changes into business-as-usual operations.
Your role includes the following:
Coordinating improvement opportunities within the operational teams, to achieve our desired outcomes. This includes gathering inputs and requirements, defining milestones and success criteria
Help Operational teams focus more energy on Pros and Homeowners, to deliver better results, by generating insights, updating our Knowledge Base (Confluence), engaging with The Product, assisting with tooling requirements (e.g. Salesforce), and coordinating campaigns.
Eliminate pain that limits the above, via continuous improvement of process and policy
Coordinating virtual Program Teams, which might include Product, Marketing, Legal, Finance and HR collaboration
Designing new business policies, processes and campaigns, ensuring decision-making, Quality Assurance, and execution in alignment with our mission, brand, and values
Reviewing, and in some cases rewriting, Alignment Documents, operational plans, business policies, operational processes, and other documentation
>5 years of business experience
>3 years experience in supporting Customer-facing outbound Customer Service teams / experienced legal/compliance professionals with customer service team experience
Understanding of key legal differences between countries
Experience in independently leading all phases of a business initiative, including identification of the business problem, development of business cases and project plans, and subsequent delivery through to benefits realisation
Experience in a combination of the following: Continuous Improvement; Train The Trainer; Business/Sales Operations; Project Management; Product Management; Management Consulting with technology industry experience
Strong logical and analytical problem-solving skills; rigorous attention to detail
Objective & evidence-based mindset & ability to operate within an evidence-based organisation; or Technical Program Management interfacing with Customer Services
Experience working between both business and product/technical teams to promote effective solutions that fulfil both strategic and Customer Service needs
Experience with Salesforce, JIRA, Confluence, Looker and Iterable as a bonus
Bonus points for a training-related certification (such as the Dale Carnegie Train the Trainer Certification)
Experience working cross-functionally to build relationships at all levels- from Customer Service agents to the CEO
Fluency in English
These are the benefits you'll enjoy:
Highly competitive salary package
Hybrid work environment
Hybrid allowance/benefit
Temporary work from abroad policy
Mental health support
Regular team and social events
Further benefits depending on location
Referral bonus
These are the values that guide everything we do:
We put integrity first. We are authentic, transparent and respectful.
We are all stewards. We are stewards of the company on behalf of all stakeholders.
We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
We never stop learning. We are open-minded and curious.
We win together. We collaborate and earn trust with our colleagues.
We are inclusive. We are committed to building a diverse and inclusive company.
Read our values in full here
Interested in applying? Submit your application below and we will get back to you.
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Your application has been successfully submitted!
You need to be based in one of our office locations or be willing to relocate to one of them.
We have a hybrid-work model, which means that it’s up to you whether you prefer to work onsite or feel more comfortable working from home. However, in some roles, we might be looking for people to come to the office more regularly. You can have a look at what locations we are active in via the button below.
Please go through the job description once again and be ready to ask your questions to help yourself better understand if our environment matches your expectations.
You can visit Instapro Group's other web spaces, such as our LinkedIn page, to get a feel for our vibe.
Our interviewing processes can differ slightly depending on the department. The three steps that are consistent for every vacancy are a talk with the hiring manager at the beginning, a team interview in the middle, and an elevator interview at a later phase of the process. The best way to prepare for an elevator interview is to go over our values.
