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:

• Primary focus - Management of Escalation Cases and legal requests across the above mentioned markets and departments, including serious or complex: disputes; legal challenges; PR enquiries; financial claims; Data Subject Access Requests from 3rd parties; large-scale fraud attempts

  • Triaging and coordinating our response from point of escalation to resolution, limiting business risk in a timely manner 

  • Assisting senior leaders to make informed decisions on Escalated Cases

  • Identifying and assessing trends, identifying possible business solutions

• Managing core operational processes:

  • Forecasting of Agent capacity and Customer/Campaign demand, to provide a good customer experience whilst balancing costs

  • Quality Assurance of Agents by Team Leads, to drive quality customer experiences and policy/process adherence

• Enabling other Instapro (part of Angi) teams, which might include Product & Tech, Customer Service, 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, Customer Service plans, business policies, Customer Service processes, and other documentation

• Developing strategies for improving Customer Service efficiency, reducing costs, and increasing customer satisfaction

• Help Customer Service teams focus more energy on Customers, to deliver better results, by generating insights, updating our Knowledge Base (Confluence), engaging with The Product, managing tools (e.g. Salesforce), and coordinating campaigns

• Stewarding and creating a system to plan & communicate with stakeholders (Confluence, fortnightly sprint reports, All Hands)

• >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: Program Management; Continuous Improvement; Business/Sales Operations; 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

• 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.