Head of Customer Service Enablement

Based in: France, Germany, UK, or Netherlands Note that Instapro Group is part of Angi Inc (NASDAQ: ANGI). This role enables Angi's international markets, in in the UK, France, Germany, the Netherlands and Canada. At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want. Angi at a glance: - A new homeowner turns to Angi every second - Our network has 150,000+ skilled pros in 50+ service categories - 150,000,000+ projects brought to Angi (and counting) **Why join Angi**: Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods. Angi is an amazing place to call home. We can’t wait to welcome you. **About the team**: We support our operations in the Netherlands, UK, Germany, France, Canada, Austria and Italy. Our team believes cross-functional collaboration is the enabler of high performance. Collaborating closely with Product Management, Technology, UX, Data, Marketing and Legal, we enable operational, customer service teams. We’re comfortable working with both technical and less-technical disciplines, making sure there is transparency in reporting & performance monitoring, simplicity of policy & process design, and quality assurance on execution. We communicate changes clearly, across our operations. And simplify the integration of those changes into business-as-usual for our people. **What you’ll do**: As the Head of Enablement, you'll continuously improve how we operate across markets, defining our Continuous Improvement process, scope and integrated plan to deliver it with consistent quality. Naturally curious, you’ll also take an evidence-based approach to structure and deliver a number of experiments involving our Product (web, app) and Customer Service operation. You’ll ‘get up on the roof’ and make recommendations that drive the business forward at the right time, scaling what works, stopping and learning from what doesn’t. Leveraging Confluence, Jira and Salesforce, you’ll ensure clear communication of changes across our operations, and simplify the integration of those changes into business-as-usual. **Your role includes the following**: - Stewarding and creating a system to plan & communicate with stakeholders (inc Confluence, fortnightly reports, All Hands) - Coordinating improvement opportunities within the operational teams, to achieve our desired outcomes. This includes gathering inputs and requirements, defining milestones and success criteria - Help Operational teams focus more energy on Pros and Homeowners, to deliver better results, by generating insights, updating our Knowledge Base (Confluence), engaging with The Product, assisting with tooling requirements (e.g. Salesforce), and coordinating campaigns. - Eliminate pain that limits the above, via continuous improvement of process and policy - Forecasting Operational demand and supply, using Salesforce data - Standardising self-service data, with the support of Analytics Professionals - Enabling virtual Program Teams, which might include Product, Marketing, Legal, Finance and HR collaboration - Designing new business policies, processes and campaigns, ensuring decision-making, Quality Assurance, and execution in alignment with our mission, brand, and values - Reviewing, and in some cases rewriting, Alignment Documents, operational plans, business policies, operational processes, and other documentation - Collaborating with senior leaders in each department to identify new opportunities that could improve operational efficiency, reduce costs, and/or increase customer satisfaction. Enabling effective prioritisation and ROI - >10 years of business experience - 5 years of experience in technology companies - 3 years of experience leading and line managing Program, Project, or Continuous Improvement Managers - 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: Continuous Improvement; Business/Sales Operations; Program Management; 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 work