Behind every major success and seamless customer experience, there are dedicated individuals working tirelessly behind the scenes. These are the unsung heroes who connect the dots, solve the tricky problems, and empower their teams to shine. They are the engine that keeps the business moving forward, often without the spotlight.

Today, we're pulling back the curtain to celebrate one of these indispensable team members: Angie, our Commercial Operations Executive. Her role is a critical hub for our B2B operations, ensuring our professional clients have a smooth journey and our internal teams have the support they need to succeed. We chatted with Angie to learn more about her vital contributions and the wisdom she's gained along the way.

For many, the title 'Commercial Operations Executive' is a bit of a mystery. Could you give us an overview of what your role entails?

My role entails wearing many hats. These responsibilities include, but are not limited to, approving or rejecting contracts, handling cases for pro accounts (ranging from updating company information to resolving site issues), managing cancellations, auditing account managers, answering phone calls, onboarding new account managers, and providing general support to the Commercial B2B team.

Having been with the business for a long time, you've seen it evolve. How has your role changed, and how have you helped navigate significant transitions?

The company has truly evolved over the past three years. During this time, my role has changed significantly, and I have ensured that my processes remain fully streamlined and effectively executed throughout these changes. This approach has helped minimise disruptions to our customers and, in turn, has supported retention and growth within the Jobs, Property, and Services sections on Gumtree.

A huge part of your job is enabling other teams to succeed. What is the most rewarding aspect of seeing your behind-the-scenes work translate into a major public success?

The ease of collaborating with other teams across the business greatly enhances problem-solving and allows us to address issues firsthand. By coming together to provide quick solutions, we help our customers enjoy a truly first-class experience on our platform. It’s especially rewarding when Pro account customers continually choose to renew their contracts with us.

Your role requires a deep understanding of people, processes, and technology. What's one 'golden rule' you've developed for getting things unstuck?

You have the opportunity to continually learn new things—whether it’s processes, technology, or other skills—with no limitations. While no two people are the same, they may face similar issues. Having a keen eye for detail is essential. Always be prepared to listen carefully, as you can often gather information that may not be immediately apparent. And lastly, remember that there is always a solution to every problem.

When you reflect on your career here, what is the legacy you hope to have left?

Originally, I started my career in Customer Services and have come to realise that Customer Services spans many areas of a business, including Commercial Operations, though often behind the scenes. I hope I have demonstrated that anyone can achieve their goals with sheer determination and the support of a great team. Learning to collaborate with people from different departments across the business has truly helped me grow and progress along the way.

Angie's journey and her "golden rule" of listening carefully and always seeking a solution perfectly capture the spirit of our behind-the-scenes heroes. It’s this quiet dedication and collaborative spirit that builds the foundation for our biggest achievements and ensures our professional community feels supported every step of the way.