Instapro Group is seeking an experienced Operations Lead to oversee the daily activities of Instapro’s new products & new markets initiatives. Given enough experience in technology & marketplace startups, the position could be hired as a Director role, reporting to the Chief Service Officer of the company but interfacing directly with key department leaders involved in new products & new markets initiatives and the Senior Management Team of Instapro.
The ideal candidate will have a sharp business mind with good and flexible problem solving skills to adapt, identify and rectify day to day operational issues that arise within our new product & new market initiatives. You should have strong experience working across all functional departments to achieve results & have demonstrated the capabilities to serve as a general manager of a smaller business within a larger company, including a clear understanding of the P&L, unit economics and user & product metrics. You should have a basic understanding of online product & user experience design, development, testing & rollout, and you should be able to participate collaboratively in cross-functional teams & lead teams of customer service agents in new initiative & product launches. Additionally, you’ll display a proven ability to develop and maintain an environment of trust, diversity, and inclusion.
Most importantly, you have the desire to work in a high-paced and fast changing environment that brings you joy when you see yourself making a positive impact to the venture and its stakeholders
Objectives of this role
Partner with product, tech & UX (PTU) and marketing departments to support & help optimise new products & businesses and enter new markets
Develop, test & optimise business & customer service processes & procedures to drive success with given new initiatives
Maintain constant communication with management, key departmental partners & team of customer service agents to ensure success of new products & businesses
Develop, implement & maintain lean quality assurance protocols in an entrepreneurial environment
Understand Instapro’s business & strategy quickly to communicate to teams how new initiatives fit into strategy & participate in strategic & tactical dialogue
Track staffing requirements & efficiency of operations team (customer service agents) allocated to new products / new markets
Improve efficiency & effectiveness of customer service agent teams
Understand & communicate unit economics & P&L targets for new initiatives and, at different times, both lead & participate in optimisation & investment trade-off discussions
Lead, motivate, support & participate in startup-style teams within a time-sensitive and demanding environment
Ensure timely data collection & review key metrics to achieve productivity targets, reduce cost per unit, eliminate errors & deliver excellent customer service
Work with teams across multiple countries, departments & technologies
Work closely with management to ensure activities stay on target & consistent with strategy