Responsibilities
- Embed with teams across the company (Employee Experience, Payroll, Finance, Legal, Client Success) to understand operational processes and pain points
- Map complex, critical processes with many dependencies end-to-end, documenting handoffs, SLAs, edge cases, and failure points across multiple teams and external partners
- Identify which tasks should be automated, removed, or improved, and determine the right approach for each (AI agent, integration, template, or manual)
- Build on and maintain our existing in-house Ops platform, adding automations, and new workflows using AI coding assistants (ex. Claude), no-code builders (Retool, Bubble), and automation platforms (Zapier, n8n)
- Design and configure workflow templates, ticket templates, and agent prompts per country and process type
- Write specs for engineering only when backend work is needed (API endpoints, database changes, infrastructure)
- Own the internal tools product roadmap and prioritize based on operational impact: ticket volume reduction, time saved per process, and error rates
- Monitor live automations and agents, iterate on their logic and prompts based on real performance data
Requirements
- 5-7 years in operations or product roles, with hands-on experience building internal tools, automations, or AI-powered workflows
- You've experienced operational chaos firsthand: manual processes, things breaking at scale, teams buried in repetitive work. You know what needs fixing because you've lived it
- Proven track record of building tools or automations that solved real operational problems. Not just identifying issues or writing requirements, but actually shipping solutions
- Good understanding of AI agents and prompt engineering: you can design, build, and maintain automation that handle document processing, automated follow-ups, data extraction, and decision support
- Technical fluency with APIs, webhooks, automation logic, and database concepts. Enough to build integrations yourself and know when to involve engineering
- Experience working with platforms like Zendesk, HubSpot, or similar tools in an ops context
- Strong documentation skills for the cases where engineering needs to be involved
- EMEA timezone overlap required
Nice to Have
- Background in HR tech, payroll, or fintech is strongly preferred
- Bonus Points: Experience building with AI coding assistants, no-code agents
Benefits
- Work from anywhere
- Paid Time Off (PTO)
- Premium health insurance
- Opportunities for professional growth and development
- Dynamic and collaborative work environment
Additional Information
- EMEA timezone overlap required
