Operator Experience Lead, Central Operations

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 Operator Experience Lead will be responsible for the end-to-end setup, implementation, and management of global processes related to the inflow management of Orb Operators – independent partners who sign up new users.

Key Responsibilities

• Operator Selection and Onboarding: Own the end-to-end process of Operator selection and onboarding to ensure that all criteria and legal requirements are met. This involves ongoing feedback gathering from applicants and collaborating with various departments (including Product, Legal, and Market Operations).
• Process Efficiency: Monitor and optimize the time from application to first verification and from application to rejection. Collaborate with key stakeholders to streamline these processes to enhance efficiency and applicant experience.
• Financial Accessibility: Work towards lowering the financial barriers for new Operators entering the network, ensuring that Worldcoin is accessible to Operators worldwide.
• Data Insights: Understand the data related to your area of ownership, build and own the data visualization dashboards, ensuring they deliver insightful data to guide decision-making and process improvements.
• Product Prioritisation: Own and upkeep application and onboarding flow product wishlist and closely collaborate with the Product Team to translate business needs into product requirements.
• Continuous Improvement: Continuously seek ways to improve the Operator inflow process based on data analysis, feedback from applicants, and industry best practices. Monitor and report on project performance and progress to relevant stakeholders.
  
  

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.

What we Offer

• An open and collaborative office space in Munich’s Maxvorstadt!
• 30 vacation days on top of public holidays for the region
• Monthly Phone Reimbursement or a company device
• We offer a hybrid work model and care about your mobility, so Tools for Humanity covers your Deutschland Ticket costs
• Free Lunch and Dinner whenever you’re in the office!