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Program Manager

Hybrid
  • London, England, United Kingdom
PTU Operations

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

We believe in cross-functional collaboration as the enabler of high performance. As a Program Manager, you'll steward cross-functional and strategic Programs, defining the Program scope and integrated plan to deliver it with consistent quality.

Naturally curious, you’ll execute a number of commercial experiments involving our Customer Service operation and Product (web, app). You’ll make recommendations that drive the business forward at the right time, prioritising and scaling what works, stopping and learning from what doesn’t.


Program Management collaborates closely with Product Management, Operations, Marketing, Analytics, Technology and UX, enabling agile teams to strategise, plan and deliver at scale, so we can achieve the Desired Outcomes in the Strategic Framework together. Comfortable working with both technical and less-technical disciplines, you’ll ensure transparency of reporting & performance monitoring, simplicity of policy & process design, and quality assurance on execution. Leveraging Confluence, Jira and Salesforce, you’ll ensure clear communication of changes across the business fortnightly, and simplify the integration of those changes into business-as-usual for PTU, Operations and Marketing.


Your role includes the following:

  • Stewarding cross-functional business initiatives (aka Programs), defining the Program scope and integrated plan to deliver it

  • Synchronising the opportunities that are part of the Program, to achieve the desired outcomes. This includes gathering inputs and requirements, defining milestones and success criteria

  • Enabling virtual Program Teams, which might include Product, Technology, UX, Operations, Marketing, Legal, Finance and HR collaboration

  • Designing new business policies, processes and campaigns, ensuring quality execution, in alignment with our mission, brand, and values

  • Creating Product Alignment Documents, operational plans, business policies, operational processes, and other documentation

  • Collaborating with teams in each department to identify new opportunities that could improve efficiency and reduce costs, enabling effective prioritisation and ROI

Job requirements

  • 5+ years of business experience

  • 3+ years of experience in technology companies

  • 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: Program Management; Continuous Improvement; Business/Sales Operations; 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 analytical problem-solving skills, with a flexible approach to program management, iterating and adapting that approach when necessary

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

  • Experience working cross functionally to build relationships at all levels - from Sales / Account / 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 results-oriented with a passion for delivering results across departments, we invite you to apply and join our talented team.


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 a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

  • 33 days holiday (including bank holidays) + 1 annual bonus leave day after 5, 8, 10, 15 and 20 work anniversaries (capped at 5 bonus leave days)

  • 5% employer pension contribution

  • Eligibility to receive stock appreciation rights

  • Comprehensive private medical insurance with AXA

  • Routine treatments health cash plan

  • Enhanced parental leave

  • Hybrid work environment

  • Training support

  • Generous hybrid allowance

  • Commuting allowance for office days


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.

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 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.