Partner Experience Lead, Central Operations

About the Company:

World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all. It is built to connect, empower, and be owned by everyone.

This opportunity would be with Tools for Humanity.

Location: Munich or San Francisco

About the Team

The Central Operations Team at Tools for Humanity defines the service design for the World project, ensuring operational excellence at scale. The Partner Experience function focuses on elevating our operational standards, driving continuous improvement, and fostering a culture of collaboration and data-driven decision-making. Partner Experience provides expertise on internal processes, supports Market Operations in improvement projects, experiments, and pilots, and standardizes processes for new operational models.

About the Opportunity

As the Partner Experience Lead, you will drive scalable efficiency and innovation across Tools for Humanity’s operations. Your role will encompass designing, implementing, and managing processes that ensure exceptional efficiency, quality, and impact while continuously improving the end-to-end experience for Orb Operators. You will collaborate across teams to develop operational frameworks, refine workflows, and drive strategic initiatives that align with the vision of empowering seamless global operations.

Key Responsibilities

• Design, implement, and manage standard operating procedures (SOPs) to improve global operational efficiency.

• Enhance Operator onboarding, inflow, and offboarding processes to increase satisfaction, engagement, and efficiency.

• Lead pilots for new operational models ensuring success metrics are defined, monitored, and achieved.

• Collect, centralize, and analyze pilot learnings, creating scalable playbooks.

• Collaborate with Market Ops to enhance workflows, integrating insights from data and Operator feedback to optimize processes.

• Develop and own dashboards and data visualization tools to provide actionable insights into operational performance.

• Monitor key metrics to guide process refinements and strategic initiatives.

• Partner with Product teams to ensure operational tools align with business needs and enable data-driven improvements.

About You

• You bring 7 years of relevant experience in startup operations, operational strategy, or similar roles within fast-paced, tech-driven environments. Experience with funnel management and process optimization is a plus.

• Cross-Cultural Competency: Proven ability to work effectively with diverse teams across geographies and cultures.

• Effective Communication: Exceptional communication and presentation skills, enabling you to engage with stakeholders at all levels, from Operators to cross-functional team members.

• Innovative Problem-Solving: Adept at identifying challenges and devising creative, impactful solutions in dynamic settings.

• Data Literacy: Strong analytical skills with experience in data visualization tools, SQL, and leveraging metrics to guide strategy and decision-making.

• Team Player: Collaborative and resourceful, you thrive in team-oriented environments and are committed to collective success.

What we offer:

• An open and collaborative office space in downtown SF

• Unlimited PTO

• Monthly Phone Reimbursement or a company device

• Daily DoorDash credit for in-office meals

• Top-tier medical, dental, vision insurance

• 401k employer match program

By submitting your application, you consent to the processing and internal sharing of your CV within the company, in compliance with the GDPR.

Pay transparency statement (for CA and NY based roles):

The reasonably estimated salary for this role at TFH ranges from $145k - $170k plus a competitive long term incentive package. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, TFH offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, vision, 401(k) plan and match, life insurance, flexible time off, commuter benefits, professional development stipend and much more!