Head of Operations

**Ambassadors Team:** We’re looking for a Head of Operations to lead and scale our Ambassadors Division nationwide. This role is responsible for ensuring consistent, efficient, and high-quality execution of our field operations, while delivering on our customer promise and key operational metrics.

**Challenges that await you:**
- Lead the national execution of the Ambassadors operation, balancing day-to-day management with a medium-term strategic vision.
- Own and drive key operational KPIs, including completion rate, quality, timelines, and customer experience.
- Define, standardize, and continuously improve processes, guidelines, and best practices across all regions.
- Identify performance gaps by city or region and design clear corrective action plans.
- Partner closely with Regional Heads, Supervisors, and Coordinators to ensure alignment and strong execution.
- Monitor and resolve operational incidents, risks, and deviations, focusing on prevention and long-term fixes.
- Collaborate with Product, Analytics, and Training teams to turn operational insights into scalable improvements.
- Support the scaling of the model (new cities, volume growth, and new initiatives).
- Ensure a consistent customer experience, regardless of location.
- Provide leadership with **clear, actionable reporting** to support decision-making.

**What makes you a great fit:**
- Proven experience leading field operations or distributed models at a national level (not traditional logistics).
- Background in operations, customer experience, service delivery, or similar roles.
- Strong data- and KPI-driven mindset, with the ability to translate metrics into action.
- Experience leading leaders (Regional Heads, Supervisors) and holding teams to high standards.
- Excellent prioritization and decision-making skills in fast-paced, high-growth environments.
- Clear, direct, and results-oriented communication style.
- Ability to spot operational risks and bad practices early, before they scale.
- A strong continuous improvement mindset, with experience building or scaling processes from scratch.
- Advanced English is a must.

**Our ways of working:**
- **Innovative Spirit**: A commitment to creativity and groundbreaking solutions.
- **Honest Feedback**: valuing open, transparent communication.
- **Supportive Team**: a strong, collaborative community.
- **Celebrating Achievements**: recognizing our wins together.
- **High-Tech Environment:** a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances.