Operations Specialist

📋 Description

• • At Workwize, we are revolutionizing the IT hardware lifecycle management for global and remote teams. Our automated SaaS platform simplifies the deployment, management, and retrieval of IT equipment, ensuring fast and reliable deliveries in over 100 countries. With a significant user base and a large number of devices under management, we are at the forefront of solving hybrid work challenges, allowing IT teams to focus on strategic initiatives rather than manual operational hassles.
• • We are seeking a proactive and detail-oriented Operations Specialist – Retrievals to join our dedicated Retrievals & Warehousing team. This role is pivotal in driving operational excellence specifically within our retrievals service through focused, project-based work. Your primary objective will be to continuously refine our processes, ensuring that all IT assets are retrieved within the desired timeframe and that the customer experience remains frictionless and positive.
• • To achieve this, you will be entrusted with the ownership and execution of multiple improvement initiatives in parallel. This will involve deeply integrating yourself with the Retrievals team, collaborating cross-functionally with other Service Operations teams, the Technology department, and external partners as necessary. This position is ideal for an individual who thrives in dynamic, sometimes ambiguous environments, takes full end-to-end ownership of their work, and is energized by transforming complex operational challenges into scalable, efficient solutions.
• • Your core responsibilities will revolve around driving operational excellence and project ownership. You will be responsible for owning and driving at least two concurrent improvement projects within the retrievals service. This includes managing the entire lifecycle of these projects, from the initial problem definition and diagnosis through to execution and the measurement of tangible impact. A key part of this will be identifying the root causes behind retrieval delays, customer escalations, and general inefficiencies, then designing and implementing pragmatic, effective solutions to address these issues.
• • You will be expected to take full ownership of your initiatives, proactively communicating progress, potential risks, and key outcomes to all relevant stakeholders. This proactive communication is crucial for maintaining alignment and ensuring transparency across the organization. Your ability to anticipate challenges and communicate them early will be highly valued.
• • A significant focus of this role is on retrievals performance improvement. You will be tasked with driving measurable improvements to our key retrieval metrics, with a particular emphasis on increasing Service Level Agreement (SLA) adherence and actively reducing the volume of support tickets related to retrievals. This will involve partnering closely with our Warehousing, Delivery, and Merchandising & Distribution (M&D) teams to enhance handoffs, streamline processes, and foster greater accountability across all stages of the retrieval service.
• • Furthermore, you will play a key role in supporting continuous improvement efforts as our global retrieval volumes continue to scale. Your insights and process refinements will be critical in ensuring our operations remain efficient and effective as we grow.
• • Cross-functional collaboration is another vital aspect of this role. You will work closely with our Technology team to implement operational improvements, ensuring seamless integration with our platform. Collaboration with other Service Operations teams will be essential for a holistic approach to service delivery. You will also engage with clients or external partners when necessary, particularly during escalations or when addressing complex retrieval scenarios that require external input or coordination.
• • Your ability to gather input, build consensus, and gain alignment from relevant stakeholders will be crucial in ensuring that your solutions are well-received and effectively integrated. Incorporating feedback from various teams into your proposed solutions will lead to more robust and sustainable outcomes.
• • Execution will be data-driven. You will be expected to leverage data to diagnose operational issues, prioritize improvement initiatives, and rigorously measure the impact of your implemented solutions. Tracking performance metrics both before and after implementing changes will be essential to ensure that the improvements are not only effective but also sustainable and scalable in the long term. This data-driven approach will ensure that our operational strategies are grounded in evidence and focused on measurable results.
• • We are looking for someone with strong structured thinking and problem-solving abilities, who is comfortable operating in ambiguous environments and can refine problems as they are being solved. The capacity to manage multiple projects simultaneously without losing momentum is key, as is a clear and proactive communication style, surfacing risks and providing updates without needing to be prompted. A data-driven mindset and a strong ownership mentality are paramount, as you will be expected to see problems through to completion rather than stopping at handoffs.