Operations Lead

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.

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
- 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
- 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
- Hybrid work environment
- Eligibility to receive a grant of restrictive stock units
- Generous hybrid allowance
- Mental health support
- Training support
- 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