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:
As the Head of Enablement, you'll continuously improve how we operate across markets, defining our Continuous Improvement process, scope and integrated plan to deliver it with consistent quality.
Naturally curious, you’ll also take an evidence-based approach to structure and deliver a number of experiments involving our Product (web, app) and Customer Service operation. You’ll ‘get up on the roof’ and make recommendations that drive the business forward at the right time, scaling what works, stopping and learning from what doesn’t. Leveraging Confluence, Jira and Salesforce, you’ll ensure clear communication of changes across our operations, and simplify the integration of those changes into business-as-usual.
Your role includes the following:
Stewarding and creating a system to plan & communicate with stakeholders (inc Confluence, fortnightly reports, All Hands)
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
Forecasting Operational demand and supply, using Salesforce data
Standardising self-service data, with the support of Analytics Professionals
Enabling 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
Collaborating with senior leaders in each department to identify new opportunities that could improve operational efficiency, reduce costs, and/or increase customer satisfaction. Enabling effective prioritisation and ROI
>10 years of business experience
>5 years of experience in technology companies
>3 years of experience leading and line managing Program, Project, or Continuous Improvement Managers
>3 years experience in supporting Customer-facing outbound operational teams / also open to experienced product management professionals with customer service team experience
Experience in a combination of the following: Continuous Improvement; Business/Sales Operations; Program Management; Product Management; Management Consulting with technology industry experience; or Technical Program Management interfacing with Customer Services
Experience with Salesforce, JIRA, Confluence, and a bonus for Looker and Iterable
Experience working between both business and product/technical teams to promote effective solutions that fulfil both strategic and operational needs
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
Strong logical and analytical problem-solving skills; rigorous approach to program management to deliver enterprise-level value
Objective & evidence based mindset & ability to operate within an evidence-based organisation
Experience working cross functionally to build relationships at all levels- from Customer Service agents to the CEO
Certification in SAFe, Prince 2, Scrum, Lean/Six Sigma or similar a plus
Fluency in English
This is a unique opportunity for a strategic professional to contribute significantly to the success of a dynamic and growing organisation. If you are a results-oriented individual with a passion for delivering results across departments, we invite you to apply and join our talented team.
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.
