Lifecycle Operations Lead

📋 Description

• Enhance customer experience and build trust: Minimize turnaround times and rework in resignations, conversions, and offboarding processes while clarifying communication and outcomes.

• Expand operational capacity and scalability: Standardize workflows, implement automation, and decrease active handling time to enable the team to accommodate growth without sacrificing quality.

• Fortify compliance and risk management: Integrate guardrails into processes and tools to ensure consistent and auditable management of sensitive employee events across different countries.

• Facilitate cross-functional execution: Transform lessons learned from cases into actionable enhancements with Product, Engineering, and other Lifecycle teams.

• Enhance visibility and decision-making: Develop reporting and dashboards that assist leaders in understanding performance, identifying backlog drivers, and assessing the impact of changes over time.

⛳️ Requirements

• Proven and substantial experience in a large-volume/high-complexity tech-enabled operational team across various global regions and countries.

• Strong and demonstrable technical proficiency in workflow and data processing systems, coupled with a tech-oriented mindset and a drive for automation.

• Practical experience in identifying, piloting, and scaling AI-enabled workflows, including prompt-based tools, knowledge retrieval, summarization, and decision support, with a strong emphasis on quality, privacy, and risk management.

• Capability to define AI success metrics and assess outcomes, such as reductions in cycle time, quality enhancements, and risk mitigation.

• A productivity advocate who consistently seeks methods to improve and expedite the team's work, demonstrating a clear bias for action and ongoing operational efficiency.

• Proven ability to design and implement operational workflows focused on enhancing efficiency, productivity, and accuracy.

• Strong analytical skills and advanced experience in data analysis using data and BI tools, particularly with an emphasis on operational metrics.

• Ability to transition from "scout to scale," effectively initiating projects with minimal management oversight.

• Excellent communication, influencing, conflict management, and negotiation skills, capable of independently leading challenging discussions and driving favorable outcomes.

• Proficient in written and spoken English.

• Experience in a startup or high-growth environment is highly desirable.

• While remote work experience is not mandatory, it is considered a plus.

🏝️ Benefits

• Work from anywhere.

• Flexible paid time off.

• Flexible working hours (we operate asynchronously).

• 16 weeks of paid parental leave.

• Mental health support services.

• Stock options.

• Learning budget.

• Home office budget & IT equipment.

• Budget for local in-person social events or co-working spaces.