Operations Excellence Manager
Job Summary
Job Description
Instawork is seeking an Operations Excellence Manager to deliver an ultimate user experience by implementing innovative solutions to drive efficiency and optimize operational processes. This role requires a hands-on strategic thinker with a strong technical background and an entrepreneurial spirit, leveraging technology to transform operations. Responsibilities include leading process improvements, analyzing data for insights, driving continuous improvement, and collaborating with cross-functional teams on product rollouts and feature enhancements, while also leading and mentoring a team of operations specialists.
Must have:
- Lead operation improvements using AI-powered and automation solutions.
- Analyze raw data to identify trends and opportunities.
- Drive a culture of continuous improvement and innovation.
- Drive product rollouts and adoption with users.
- Collaborate with cross-functional teams on product capabilities.
- Lead a team of operations specialists.
- Mentor team members in process improvement methodologies.
- Bachelor’s Degree.
- 5+ years of operations and process improvement experience.
- Proven track record of efficiency/operational process improvement.
- Strong cross-functional communication and leadership skills.
- Strong SQL and data analysis.
- Extensive experience driving business process improvements.
- Strong analytical and statistical skills.
- Comfortable with SQL and/or other data analysis tools.
- Hands-on experience with automation tools (Zapier, UiPath, Power Automate).
- Actively explores latest AI technologies and tools.
- Execute detailed tasks for testing and refining ideas.
Good to have:
- MBA from a top-tier program
- Experience with AI related projects
- Previous experience at a high growth technology start-up
- Experience in contact center operations management
Perks:
- A variety of medical, dental, and vision plans with coverage beginning on the date of hire
- Flexible paid time off
- At least 8 paid company holidays annually
- Phone stipend
- Commuter stipend
- Supplemental pay on qualified leaves
- Employee health savings accounts (HSA) contribution
- Flexible spending plans
- 401K plan
- Perkspot - discount program through Lumity
- Equity in the form of stock options
10 skills required
Job Details
Instawork’s vision is to create economic opportunities for local businesses and skilled hourly workers in communities around the world. With an AI-first approach, we’re supercharging the leading online labor marketplace and looking for exceptional talent to help us build the future of hourly work. Backed by world-class investors like Benchmark, Spark Capital, Craft Ventures, Greylock, Y Combinator, and more, we want you to help us continue to scale quickly and make an even greater impact.
We are seeking an Operations Excellence Manager to join our team to deliver the ultimate user experience to Instawork’s users (Partners & Professionals). The manager will play a critical role in implementing innovative solutions to drive efficiency and optimize Instawork’s operational processes to meet users’ needs everyday. This position requires a hands-on strategic thinker with a strong technical background, an entrepreneurial spirit, and a passion for leveraging technology to transform operations.
Who You Are:
- Education: Bachelor’s Degree
- Experience: 5+ years of operations and process improvement experience
- Skills:
- Proven track record of efficiency/operational process improvement
- Strong cross-functional communication and leadership skills
- Strong SQL and data analysis. You understand technical concepts and can effectively communicate with Product, Engineering and Data Science teams.
- Operation Process improvement Expert: You have extensive experience driving business process improvements. You are naturally curious with an uncanny ability to optimize complex & manual behind-the-scenes processes to deliver a customer-centric experience to our partners & professionals.
- Analytical & Data-Driven: Possess strong analytical and statistical skills, with extensive experience in generating qualitative & quantitative insights to identify & solve complex business problems.
- Technically Proficient: You are comfortable with SQL and/or other data analysis tools, capable of extracting and manipulating data to inform decisions. You understand technical concepts and can effectively communicate with Product, Engineering and Data Science teams.
- Automation Pro: Hands-on experience with automation tools such as Zapier, UiPath, Power Automate, or similar platforms, enabling you to streamline operational workflows, particularly those supporting AI product lifecycles.
- AI Acumen: You're not just familiar with AI; you're an enthusiast who actively explores the latest AI technologies and tools, understanding their potential to empower builders and transform user experiences.
- Hands-on & testing: You are not afraid to roll up your sleeves, and execute detailed tasks to perform testing & refining of ideas in order to achieve ambitious strategic goals.
- Leadership & mentorship: You are a leader and you have a great deal of empathy to grow and assist your team and your peers.
What You'll Do:
- Lead operation improvements: identify, design and execute process improvement and automation opportunities utilizing AI-powered, automation solutions, and other advanced technologies in our contact center operations.
- Analyze raw data to identify trends, insights, and opportunities for improvement; effectively communicate findings through data storytelling.
- Drive a culture of continuous improvement and innovation within the greater Community Operations team.
- Drive Product Rollouts & Adoption: Work closely with product, design, operations, and engineering to create our outreach and rollout plans for some of our most important features with our users.
- Collaborate cross functional teams (product / engineering / Account Management, etc.) on product capabilities & platform feature improvements to update the roadmap.
- Lead a team of operations specialists supporting our day to day back office operations
- Mentor your team to be the best that they can be, including but not limited to process improvement methodologies and best practices.
Nice To Have:
- Preferred Qualifications
- MBA from a top-tier program
- Experience with AI related projects
- Previous experience at a high growth technology start-up
- Experience in contact center operations management
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About The Company
At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more!
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