• Manage and own the expenses database to ensure completeness, accuracy, and compliance with local regulations and company policies. • Verify expenses across multiple currencies, ensuring accuracy and compliance with policies. • Analyze and continuously improve expense processes, identifying areas for operational efficiency and implementing solutions. • Set and maintain global policies for the expense management process to ensure effectiveness and adherence to best practices. • Liaise with the IT team to ensure that all systems are linked, addressing any gaps and updating system settings as needed for smooth expense operations. • Manage prepaid card systems, including user and card setup, downloading reports, raising invoices, and handling card recharges. • Check receipts for prepaid card transactions to ensure compliance with company policies. • Liaise with other teams to communicate and follow up on rejected or postponed payments, ensuring any missing information is gathered in time. • Undertake other ad-hoc tasks/projects, as assigned, to support the wider team.

Role Description We're looking for a Head of Operations to build the operational engine that lets us scale fulfilment quality without scaling headcount in lockstep. You'll inherit a team of 4 and grow it to 6-7 over your first 12 months. You'll sit at the centre of every important operational decision, as a key strategic partner to the CEO and Board and a critical member of the Senior Leadership Team. This is not a role for maintaining the status quo; it's for an operator who wants to define and drive our path to efficient, profitable scale. This is not a classic COO role, and it is not a classic Head of Ops role. It sits between operations, seller experience, 3PL partner management, finance, and engineering. You should think like a top-tier operator AND be comfortable enough with Claude, SQL, APIs, and internal tooling to turn a messy manual workflow into a system that runs itself. The Mission: What You Will Achieve - Transform our operations from reactive firefighting into a proactive, data-driven machine that compounds. - Deliver on our promises to sellers while building the automation and team infrastructure that frees the business to grow. - Combine hands-on operational leadership with strategic thinking and a builder's mindset. - Lead from the front by building automations in Claude, spending time in warehouses, and answering customer tickets yourself. - Be the kind of operator who's comfortable with technical tools and processes. Core Pillars of Success - Operational Excellence: Own the end-to-end fulfilment process (warehouse partners, carriers, customer support) and make it run reliably at scale. - Partner Performance: Manage our 3PL and carrier relationships with discipline: SLAs, scorecards, escalation paths, and commercial leverage. - Build, Automate & Augment: Design and ship AI-driven operational workflows using Claude, Make, and Retool. - Customer Operations: Own the customer support function, drive CSAT and inbound-contact-rate improvements. - Team & Playbook: Take ownership of an existing 4-person ops team, stabilise it, and grow it to 6-7 people. Qualifications - Top-tier management consulting pedigree. - Frontline operator: Experience on the shop floor, in customer support, and building automations. - AI-native builder: Proven ability to use tools like Claude, Make, and Retool. - Operations depth: Direct experience running operations in a high-growth environment. - SQL fluency: Ability to write SQL queries to interrogate the platform directly. - Startup experience: Proven ability to thrive in a fast-paced, ambiguous environment. - Analytical rigour: Use data to diagnose problems, prioritise improvements, and measure impact. - Strong communicator: Able to manage external partners and represent operations credibly to the board. Bonus Points (Nice to Have) - Degree in engineering, science, or related quantitative field. - Prior experience in logistics, e-commerce fulfilment, or supply chain. - Prior experience managing a customer support function, including familiarity with ticketing systems. Benefits - Own meaningful infrastructure at the intersection of operations, seller experience, 3PL partner management, finance, and engineering. - Work directly with the founder in a company that treats AI-native systems as a core way it runs. - Real product-market fit, real brands, real traction, and a clear operational problem worth solving. - A seat on the Senior Leadership Team from day one, with a genuine path from Head of Operations to COO. - Travel to our warehouse network across the UK, EU, and US. - Strong growth in scope, career, and compensation as the business scales.

• Handle the process of Evaluators acquisition for the forecasted missions in operating areas • Ensure proper scheduling and execution of the fieldwork projects as per company standards • Verify that field surveys meet is electronically submitted on time and meet our standards (quantity VS quality) • Conduct surveys screening and validation • Set appropriate pay rate to evaluations while making sure operation margin target is reached • Contribute to the Evaluators Database optimization and make sure data are updated • Maintain healthy relationship with Evaluators. • Make sure the finance team has all their payment details of evaluators to receive their payments on time.

• Strengthen and standardize country operations • Ensure clear roles, crisp accountability, and strong operating routines. • Define and implement simple, scalable operating models across HR, finance, procurement, compliance, IT, security, and risk. • Embed global standards in context-appropriate ways that reduce friction so dollars reach recipients faster and more reliably. • Coordinate and represent country office realities in global standards setting, priority setting, and resource allocation • Ensure rollout of global standards in ways that are context appropriate, user-friendly, meaningful, and rigorous • Oversee financial management across all country offices ($350M+/year), ensuring budgets enable scale and mitigate risk. • Establish clear KPIs, dashboards, and operating reviews to maintain cost-efficiency. • Oversee new country launches and compliant wind-downs with clear playbooks and risk mitigation. • Coordinate across functions to ensure smooth execution. • Translate operational insights into repeatable systems, tools, and automation that reduce manual work. • Champion continuous improvement and technology adoption to scale efficiently and nimbly. • Maintain a global risk framework and lead or support crisis management when needed. • Serve as the operational bridge between country leadership and global teams, ensuring priorities are well-resourced and executed consistently. • Partner with COO to refresh roles, responsibilities, and accountabilities and how they are split between country directors and global shared services departments • Lead an ops & finance working group to to identify and test step-change efficiency improvement at scale (using budget & process data, then piloting changes) • Launch a new country office in a crisis-prone region in 3 months • Systematize contracting approval processes to cut cycle time by 2x while maintaining compliance & auditability.