The Strategy & Operations Specialist will improve supply availability, reduce acquisition costs, enhance onboarding efficiency, and guarantee compliant courier operations. You will analyze onboarding and acquisition data to pinpoint areas for improvement. The role will also involve supporting global onboarding standardization, conversion enhancement projects, and the implementation of reverification and automated document verification processes.
Key Responsibilities:
Acquisition
- Implement and expand the new Productized Referral Program, track referral incentives and their impact on acquisition metrics, and optimize the program based on performance data.
- Track Performance Marketing A/B testing data, report findings, and support initiatives to improve top-of-funnel conversion.
Onboarding Conversion Improvement
- Help maintain and optimize CRM setup to enhance conversion and track KPIs related to workflow efficiency, contributing to process improvements.
- Help develop and implement targeted incentives to improve conversion rates and assist in conducting A/B tests.
- Establish clear KPIs for onboarding and set up documentation and dashboards for company-wide reporting.
- Assist regions in conducting RCA and implement process improvements to address onboarding friction.
Scalable Operations & Compliance
- Create standard operating procedures for onboarding to improve conversion and efficiency.
- Support scaling Onfido across all countries.
- Assist in the continuous development and scale-up of Reverification.
- Assist in scaling up radius controls tools in long-tail cities and help create measures to monitor ARC performance and set up improvements.
- Support the rollout of new courier Contracts.
Early Lifecycle and Infohub
- Create initiatives to improve courier early lifecycle churn and efficiency.
- Support the scaling of the courier Infohub.
- Proficiency in data analysis and project management tools (ie Excel, Tableau, SQL, Looker etc)
- Familiarity with performance marketing strategies and A/B testing methodologies
- Proven experience in fast-paced operational roles with multiple touch points and cross functional collaboration
Nice to haves:
- Experience in the food delivery industry / gig economy
- Knowledge of compliance regulation related to courier hiring / onboarding
- Experience with CRM systems (ie Braze, Iterable etc)
- Previous experience in setting up and optimizing processes
