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Operations Lead (new products & new markets)

Berlin, Berlin, GermanyOperations

Hi from the Instapro Group 👋🏼

We're the technology company behind a home services revolution. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need.

At Instapro, every team member’s perspective and experience advances our mission. We are committed to creating a workplace that reflects the communities we serve. We work hard to mitigate biases in our recruitment process and foster a welcoming and inclusive environment.

Job description

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

Job requirements

  • 7+ years of business experience

  • 3+ years of experience in technology companies

  • 2+ years’ experience in managing customer service or sales teams

  • Experience & familiarity with product & UX design, development & management

  • Clear understanding of profit & loss statements, return on investment & business management

  • Strong team management, communication & oversight skills

  • Conflict management and business negotiation skills

  • Knowledge of general business software and aptitude to learn new applications; proficiency in Google docs, sheets & slides

  • Objective & evidence-based mindset & ability to operate within an evidence-based organisation

  • Fluent in English with strong written English language skills. Fluency in German, French, Dutch, Italian, and other European languages is a plus

  • Experience in innovative technology companies (startup experience ideal) & experience in marketplaces is a plus

Why you’ll enjoy working at the Instapro Group

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find the space to be your best self.

These are the benefits you'll enjoy:

  • Highly competitive salary package

  • 28 days paid holiday

  • Hybrid work environment

  • Pension scheme

  • Eligibility to receive stock appreciation rights

  • Mental health support via OpenUp

  • Training support

  • Public transport subsidy

  • Lunch allowance

  • Relocation budget & visa support if moving to Germany

  • Regular team events

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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Good to know...

Do you offer remote work?

You need to already be based in one of our office locations or be willing to relocate to one of them.

We have a hybrid-work policy, 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 living in the same region. You can have a look at what locations we are active in via the button below.

Do you offer a relocation package and visa sponsorship?

Yes and yes.

For applicants relocating to our German or Dutch offices, we provide financial relocation assistance and step-by-step guidance to support you in your relocation journey.

We also provide visa sponsorship for our German and Dutch offices. Currently, visa sponsorship for the French office is not possible.

How should I prepare for an interview?

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.

What does an interviewing process generally look like?

Our interviewing processes can slightly differ depending on the department. The three things that are consistent across every process are a talk with the hiring manager in the early phase of the process, a team interview in the middle, and a culture interview at a later phase of the process. To find out more about our cultural values, you can click here.