Chief of Staff

Chief of Staff

ABOUT THE ROLE:

As the Chief of Staff, you will act as a strategic partner and right hand to the Regional CEO for Tide India and the SVP of Member Operations UK/Europe. You will collaborate closely with top management to understand business objectives, identify opportunities, and develop strategic plans. You will be instrumental in driving key initiatives, optimising operational efficiency, and ensuring the smooth execution of strategic priorities across the Tide Member Operations function.

SOME OF THE THINGS YOU WILL BE DOING

Strategic Partnership & Execution

• Work directly with the Regional CEO and  SVP to define and execute the Member Operations strategy.
• Translate strategic objectives into actionable plans and initiatives, and monitor progress to ensure timely delivery.
• Conduct research and analysis to support key business decisions and special projects.
• Prepare presentations and reports for leadership meetings, executive leadership, and other key stakeholders.
• Act as a local lead for the MOPS teams based of Hyderabad

Member Journey Improvements & Root Cause Analysis

• Identify critical customer journeys that impact experience and efficiency, and conduct deep-dive analysis and root cause investigations to uncover systemic inefficiencies.
• Conduct deep-dive analysis and root cause investigations to uncover systemic inefficiencies.
• Partner with Ops, Product, and Training teams to implement sustainable fixes, acting as a central point of contact for cross-functional initiatives to ensure alignment. 
• Establish metrics to measure impact, ensuring a structured feedback loop for continuous enhancement.

Operational Excellence & Planning

• Create and chair Steering Groups to drive senior decision-making, and manage the rhythm of the business including weekly/monthly team steercos and business reviews. 
• Act as a central point of contact for cross-functional initiatives, ensuring alignment and clear communication between teams.
• Identify and drive process improvements to enhance operational efficiency and productivity.
• Oversee the operational budget for the Member Operations function.

Communications & Stakeholder Management

• Facilitate effective communication across the Member Operations leadership team and with other departments.
• Draft internal and external communications on behalf of the Regional CEO/ SVP of MOPS UK&EU. 
• Act as a trusted advisor and liaison between the Regional CEO / SVP of MOPS UK&EU  and team leaders, ensuring alignment and resolving conflicts.

WHAT WE ARE LOOKING FOR: 

You are a strategic and analytical thinker:

• Experience with a demonstrable track record of delivering complex, cross-functional projects or programmes in technology organisations
• Proven track record of supporting senior leaders in a fast-paced environment. 
• You possess strong analytical skills and can translate complex data into clear, actionable insights.
• You are comfortable working with ambiguity and can quickly adapt to new priorities.

You are an exceptional communicator and collaborator:

• You have excellent written and verbal communication skills.
• Excellent interpersonal and stakeholder management skills, with the ability to build relationships with both the most junior and most senior people. 
• You are highly organised and can manage multiple projects simultaneously.

You are operationally minded:

• You understand the intricacies of a large-scale operations function.
• You are proactive and resourceful, with a strong ability to problem-solve independently.

WHAT YOU’LL GET IN RETURN: 

• Competitive salary
• Health Insurance, with a proactive focus on mental and physical wellbeing
• Employee Assistance Programme
• 12 casual & 15 Privilege leaves
• We invest in your development with professional L&D budget per year
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
• Spacious office in Hitechcity with all day snacks
• 24 hours paid volunteering time off per year
• Hybrid working
• Sabbatical leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

Experience Level