Worldcoin (www.worldcoin.org) is an open-source protocol, supported by a global community of developers, individuals, economists and technologists committed to expanding participation in, and access to, the global economy. Its community is united around core beliefs in the inherent worth and equality of every individual, the right to personal privacy, and open and public collaboration. These beliefs are reflected in what the community is building: a public utility to connect everyone to the global economy.

The Worldcoin Foundation (www.worldcoin.foundation) is the protocol’s steward and will support and grow the Worldcoin community until it becomes self-sufficient.  Tools for Humanity (www.toolsforhumanity.com)  is a global hardware and software development company.  It helped launch Worldcoin and continues to provide support to the Foundation, in addition to operating the World App.

The Central Operations and Compliance Team drives operational quality and compliance with regulatory and company standards at scale. We are implementing global guidelines and tools that ensure operational excellence and adherence to compliance standards. Additionally, we aim to streamline Operator application and onboarding experience, drive effective communication and lower barriers for new Operator entry.

The Operator Communications & Support Lead will be responsible for the end-to-end setup, implementation, and management of global processes related to the support and training of Orb Operators – independent partners who sign up new users.

About the Opportunity

The Project Manager will be responsible for the end-to-end setup, implementation, and management of global processes related to the support and communication to Orb Operators – independent partners who sign up new users.

Key Responsibilities

• Operator Support: Refine the Operator support flows to ensure effective resolution of issues. This includes setting up an escalation framework to address operator inquiries and coordinating closely with cross-functional teams such as Legal, Product, Trust&Safety, Market Operations, and Customer Experience.
• Operator Communications Strategy: Develop and own the comprehensive communication strategy for Operators and Field Staff. Ensure alignment of communications with overall company goals and objectives.
• Management of Communication Channels: Oversee all communication channels used for Operator and Staff interactions. Ensure timely, accurate, and effective communication across all platforms.
• Execution of Communication Plans: Implement and manage daily communications to Operators and Field Staff. Coordinate with cross-functional teams to ensure cohesive and clear messaging.
• Data Insights and Analysis: Track and analyze communication performance metrics, including open rates and engagement. Develop data visualization dashboards to provide insights and guide improvements in communication strategies.
• Collaboration and Support: Work closely with various departments (Product, Legal, Market Operations, Customer Experience) to gather input and feedback for communications.

About You

• You have 5+ years of relevant experience. You have experience in startup operations, or other operations-heavy roles within a fast-paced, tech-driven environment. Experience with communication strategies and tools is a plus.
• You have strong cross-cultural competency. With a background in working with diverse teams across different geographies, you excel in communicating and collaborating across cultural contexts.
• You’re an effective communicator. You possess exceptional communication and presentation skills, capable of engaging effectively with various stakeholders, from Operators to cross-functional team members.
• You’re innovative. You're adept at identifying challenges and devising creative, impactful solutions. You thrive in dynamic settings and are committed to continuous improvement.
• You are a team player. You're flexible, resourceful, and ready to contribute to a range of projects. Your cooperative spirit and commitment to the team's success drive you to go above and beyond in your role.
• You’re analytical. Your decision-making is rooted in data. You're skilled in analyzing performance metrics to guide strategy and have experience with data visualization tools and SQL.

• An open and collaborative office space in Munich’s Maxvorstadt!
• 30 vacation days on top of public holidays for the region
• Monthly Phone Reimbursement or a company device
• We care about your mobility, so Tools for Humanity covers your Deutschland Ticket costs
• Free Lunch and Dinner whenever you’re in the office!