• Set and drive the strategy for post-purchase operations, partnering closely with Product, Engineering, and Operations to deliver scalable, high-quality experiences for Whatnot’s Japanese users • Translate insights from operational data and user interactions into priorities, roadmaps, and initiatives that improve quality, speed, and scalability • Partner with the Global Commerce team to implement changes that improve the overall user experience. Own the execution end to end • Lead complex, cross-functional initiatives from problem definition through execution, ensuring alignment, accountability, and measurable outcomes • Design and implement scalable processes, systems, and operating models that support Whatnot’s growth and evolving user needs • Serve as a strategic thought partner & Japan representative to senior leaders, providing data-driven recommendations and tradeoffs to inform decision-making • Continuously assess operational performance, identifying opportunities to improve efficiency, resilience, and user experience

• Oversee the daily operations of contract carriers, including maintaining contractor schedules, monitoring routes, reports and fostering positive working relationships with contract carriers and helpers • Develop and mentor staff to reach goals; train staff on company policies and procedures • Carry out managerial responsibilities, including interviewing, hiring, disciplining, and resolving issues • Ensure compliance with corporate warehouse policies, procedures, and programs • Supervise employees in accordance with company policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints/resolving problems • Use route planning software to build efficient delivery routes • Manage the dispatch of contract carriers and resolve issues throughout the day • Identify problem areas, including restructuring routes to improve operational efficiencies • Train and develop contract carriers, and dispatchers to meet and exceed customer expectations • Ensure that all work is completed accurately and within established time frame • Ensure photos are taken for every job • Allocate and request additional resources as needed

• Assign work activities and monitor group activities • Instruct associates in proper equipment, operational and maintenance procedures; guide team in understanding housekeeping requirements • Monitor and maintain availability of tools, materials and supplies • Oversee the usage of equipment and ensure team adherence to all safety procedures and programs • Manage inventory, including monitoring levels and performing merchandise reconciliation • Assist with resolving problems to ensure maximum associate productivity; take necessary action to correct substandard performance

Role Description ASMALLWORLD Concierge is our premium concierge service, providing personalised support across luxury travel, dining, and lifestyle experiences. Our team delivers tailored recommendations, curated access, and seamless booking support to members worldwide. We are looking for a service-oriented and detail-focused Concierge Agent to support members with day-to-day concierge requests. This role focuses on managing requests end-to-end, delivering thoughtful recommendations, coordinating bookings, and ensuring a seamless member experience through clear and professional communication. This is a fully remote role operating under a consulting contract. The company is headquartered in Zurich. Main Responsibilities: - Manage member concierge requests from enquiry to completion. - Provide personalised recommendations across travel, dining, and lifestyle experiences. - Research, arrange, and confirm bookings for restaurants, hotels, events, and activities. - Communicate clearly and professionally with members via email and phone. - Liaise with partners and suppliers to secure reservations, benefits, and special arrangements. - Maintain accurate records of requests and interactions within the CRM system. - Ensure all follow-ups, confirmations, amendments, and cancellations are handled promptly. - Support service quality by following internal processes and standards. - Assist with administrative tasks and reporting related to concierge activity. Qualifications - Experience in luxury travel, concierge services, lifestyle management, or premium customer service. - Experience in travel planning or reservations is strongly preferred. - Strong written and verbal communication skills in English; German language skills are preferred. - Highly organised with the ability to manage multiple requests simultaneously. - Calm, solution-oriented, and able to work effectively under pressure. - Strong research skills and good judgement when sourcing recommendations. - Familiarity with CRM systems and digital tools (Salesforce experience is a plus). - Self-motivated, reliable, and comfortable working in a fully remote environment. Benefits - A dynamic international team with an entrepreneurial mindset. - Flat hierarchies and quick decision-making. - Flexible remote working environment. - Exposure to premium travel and hospitality partners. - Access to ASMALLWORLD member privileges and travel benefits. Please note that only applications submitted in English will be considered.