Central Operations Lead

This opportunity would be with Tools for Humanity.

Location: Munich

About the Team

The Central Operations and Compliance Team drives operational quality and compliance with regulatory and company standards at scale. We are implementing global guidelines and tools that ensure operational excellence and adherence to compliance standards. Additionally, we aim to streamline Operator application and onboarding experience, drive effective communication and lower barriers for new Operator entry.

About the Opportunity

The Central Operations Project Lead will be responsible for the end-to-end setup, implementation, and management of global processes related to the support and training of Orb Operators – independent partners who sign up new users.

Key Responsibilities

• Operator Incentives: Develop and manage an incentive program to motivate and reward the high performance of Operators.
• Operator Education: Develop comprehensive training programs for Operators. This involves curating educational materials, evaluating training effectiveness, and adapting content to suit different regional needs.
• Operator Support: Refine the Operator support flows to ensure effective resolution of issues. This includes setting up an escalation framework to address operator inquiries and coordinating closely with cross-functional teams such as Legal, Product, Trust&Safety, Market Operations, and Customer Experience.
• Cost Management: Monitor and optimize costs of building and running training programs. Aim to achieve a balance between cost efficiency and the quality of Operator training.
• Performance Monitoring and Reporting: Regularly assess the effectiveness of training programs and support systems using data-driven insights. Maintain and utilize dashboards to track key metrics to make data-informed decisions.

About You

• You have 5 years of relevant experience. You have experience in project management, startup operations, or other operations-heavy roles within a fast-paced, tech-driven environment.
• You have strong cross-cultural competency. With a background in working with diverse teams across different geographies, you excel in communicating and collaborating across cultural contexts.
• You’re an effective communicator. You possess exceptional communication and presentation skills, capable of engaging effectively with various stakeholders, from Operators to cross-functional team members.
• You’re innovative. You're adept at identifying challenges and devising creative, impactful solutions. You thrive in dynamic settings and are committed to continuous improvement.
• You are a team player. You're flexible, resourceful, and ready to contribute to a range of projects. Your cooperative spirit and commitment to the team's success drive you to go above and beyond in your role.
• You’re analytical. Your decision-making is rooted in data. You're skilled in analyzing performance metrics to guide strategy and have experience with data visualization tools and SQL.