Operations Program Management Director

Instapro Group is seeking an experienced Operations Program Management Director responsible for core business operations process, policy, efficiency & alignment with the Product, Tech & UX (PTU) and Marketing departments - and full alignment of the Operations Department with our company mission, vision, values & strategy. If experience is not at the Director level, the position could be hired as a Lead role, in either case reporting to the Chief Service Officer of the company but interfacing directly with key department leaders & the Senior Management Team of Instapro.

As the Operations Program Management Director, you will be focused on business process and technology, and you will use your expertise to program management solutions for complex problems to promote productivity & effectiveness within the Operations team. You will work to ensure transparency of reporting & performance monitoring, clarity of policy & process and quality assurance on execution, leveraging Salesforce and other key software tools, clear communication of product changes & their integration into core operations functions, and communication between & alignment with the PTU & marketing organisations. You will also work closely with both product & marketing to structure & ensure execution for a myriad of product & acquisition tests where customer service agents are deployed. Your primary areas of responsibility will be Customer Service, our core conversion & outbound calls campaigns, and product & new campaign (commercial) testing.

You will help bring order to our teams (and partners) by thinking scalably and openly working with cross-functional project team members to design and improve processes and tools. You are comfortable working within both technical and less-technical disciplines to ensure that project inputs and requirements are transformed into impactful results.

Your role includes the following:

- Manage cross-functional business initiatives, which includes gathering inputs and requirements, defining milestones and success criteria, allocating resources and ensuring a successful delivery
- Lead projects that involve implementing new GTM systems and/or optimising existing systems to fit all needs of our business
- Coordinate project work across all disciplines and collaborate on business rules with PTU teams
- Communicate and work with leaders and partners across Product, Tech, UX, Marketing, Finance, HR, and Legal to ensure decision-making & execution in alignment with our mission, vision, values & strategy
- Help develop internal processes and documentation to encourage knowledge sharing
- Review and approve and in some cases rewrite operational plans, policies, procedures, and other documentation
- Collaborate with product managers to identify new technologies that could improve operational efficiency and reduce costs
- Understand & organise the needs & requests of the operations teams to effectively evaluate ROI & communicate with product & technology partners and management
- Develop an approach to monitoring operational performance to ensure both efficiency & compliance with operational procedures
- Developing strategies for improving operational efficiency, reducing costs, and increasing customer satisfaction
- Developing operations financial plans & identifying potential cost savings
- Coordinating with upper management & other departments to ensure the success of operational initiatives
- At least 10 years of business experience
- At least 5 years of experience in technology companies
- At least 3 years experience in managing customer service or outbound calls teams
- Also open to experienced product management professionals with customer service team experience
- Experience in one or combination of the following: Business/Sales Operations; Product Management; Management Consulting with technology industry experience; or Technical Program Management interfacing with operations
- Experience with Salesforce and how it supports business operations; bonus for experience with other Systems/Tools such as JIRA, Confluence, Looker, Iterable, etc.
- Understanding or experience of customer service & call centre management
- Experience in independently leading all phases of projects, including identification of the business problem, development of business cases and project plans, and project delivery
- Experience working between both business and product/technical teams to promote effective solutions that fulfil both strategic and operational needs
- Strong logical and analytical problem-solving skills; rigorous approach to program management to deliver enterprise-level projects
- 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

**Why you’ll enjoy working at the Instapro Group**:
**You can make an Impact. **Joining Instapro Group is an opportunity to help cr