Operational Excellence Specialist

Operational Excellence Specialist

The Role

We are seeking an Operational Excellence Specialist to join our dynamic team. This individual will be responsible for designing, implementing, and continuously improving processes that drive operational efficiency and quality outcomes.

Key Responsibilities:

• Certification & Employee Onboarding
  • Own the certification program: Design, run, and continuously improve a framework that validates each expert's technical capability, quality, and cultural fit before joining the marketplace.
    • Build the framework: Own the development of clear assessment criteria, rubrics, and validation processes that uphold our high bar for quality. You'll stay across industry standards and bring fresh ideas to keep our program innovative and effective.
      • Onboard experts & employees: Create and lead end-to-end onboarding programs—including training, resources, and workflows—that set new experts and employees up for success from day one.
    • Resource Allocation
      • Match talent to work: Oversee and optimize our pairing framework, ensuring verified skills align with each customer's needs, scope, and complexity.
        • Handover excellence: Work with internal teams to deliver clear briefs, context, and communication protocols, so transitions between teams and experts are smooth and customers receive a consistent, high-quality experience.
          • Manage resource allocation workflows: Maintain visibility over talent availability and assign the right experts at the right time, ensuring we meet demand efficiently and reliably.
        • Talent Acquisition
          • Source top performers: You'll proactively identify and recruit high performers across finance, product, engineering, and sales through networking, referrals, and direct outreach.
            • Execute the strategy: Use your blend of operational and people skills to execute talent attraction strategies and maintain a strong, consistent pipeline of top-tier candidates.
              • Champion the brand: Collaborate with our marketing team to communicate our value proposition and growth pathways, helping us attract standout talent who align with our mission and values.

As we grow, expect to pick up other people- and ops-focused projects and responsibilities beyond this list—building the systems and processes that keep us scaling.

Our Ideal Candidate Will Possess:

• Operational Expertise: 1-2 years experience in business operations or people operations/HR, particularly within a dynamic, high-growth environment.
  • Process Design: Capable in designing, implementing, and continuously improving processes that drive operational efficiency and quality outcomes.
    • Communication: Excellent verbal and written communication skills, with the ability to clearly articulate technical requirements, training materials, and performance feedback.
      • Analytical Acumen: Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to enhance expert performance and operational efficiency.
        • Critical Thinking & Innovation: A curious mindset with strong critical thinking skills—able to spot process inefficiencies, identify opportunities for improvement, and draw on ideas from across the industry to drive meaningful change.

Core Competencies:

• Proactive Problem Solver: Anticipates potential challenges in the certification, onboarding, and pairing processes and implements solutions before issues escalate.
  • Systems Thinker: Understands how individual processes fit into the broader operational ecosystem and optimizes systems to drive overall marketplace efficiency.
    • Efficiency-Driven: Continuously seeks opportunities to streamline processes, eliminate redundancies, and improve operational performance.
      • Strategic Thinker: Develops long-term plans and initiatives that align expert talent strategies with our overall business goals.

Our Values:

• People First – Empathy and humility over all else.
• No limits mindset - Fear of failure? It's low around here. When we fail, we fail fast.
• Honesty - Constructive confrontation and continuous feedback is key.
• Results driven - We are output focused and don't respect superficiality.
• Resilience - We value grit: perseverance is our