Operational Excellence Specialist

This opportunity would be with Tools for Humanity.

Location: Munich

About the Team

The Central Operations Team defines the service design for the Worldcoin project, ensuring operational excellence at scale. We drive end-to-end Operator Experience, Operator-facing communications, learning, quality and compliance in the field.

About the Opportunity

Operational Excellence role is focused on elevating our operational standards, providing expertise on internal processes, supporting Market Operations in driving improvement projects, experiments, and standardizing processes for the pilots of new operational models. Operational Excellence squad owns end-to-end Operator journey, ensuring that World Operators receive comprehensive support.

The Operational Excellence Specialist will be responsible for leading initiatives to test new operational models and standardise processes for experiments and pilots. This role involves close collaboration with cross-functional teams, including hardware, device software, logistics, and operations, to drive project success and operational excellence.

Key Responsibilities

• Subject Matter Expertise (SME): Act as a SME on internal operations and processes, providing guidance and support to MOps teams to drive improvements, test new models, and execute experiments effectively.
• Process Standardization: Establish standardized procedures for experiments and pilot projects, ensuring consistency and quality in the implementation of new operational models.
• Feedback Mechanisms: Implement and maintain centralized feedback systems to continuously gather and analyze Operator insights, informing decisions and driving ongoing improvements.
• Cross-Regional Collaboration: Partner with Market Operations to develop and assess new ideas, evaluating feasibility and capturing insights from pilots, then sharing best practices and lessons learned across regions.
• Data-Driven Insights: Utilize data to inform decision-making and drive process improvements.
• Product Escalation: Proactively identify opportunities for product-level enhancements and escalate needs to the Product team.

About You

• You have 5+ years of relevant experience in product operations or a similar role within a fast-paced, tech-driven environment. Experience with hardware and software integration is a plus.
• 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 innovative. You're adept at identifying challenges and devising creative, impactful solutions. Your proactive approach ensures continuous improvement and operational excellence.
• 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 care about your mobility, so Tools for Humanity covers your Deutschland Ticket costs
• Free Lunch and Dinner whenever you’re in the office!