Operations Lead

Role Title: Supervising Associate / Assistant Manager – Operations Lead - wavespace Munich

At EY Global Delivery Services (GDS), we work in close partnership with EY wavespace™ Munich to deliver high impact client experiences that drive transformation, innovation, and measurable value. As part of this ecosystem, your role as an Operations lead belongs flawless end to end coordination, execution, and governance of all wavespace requests, sessions, and operational processes.

Join us and help build exceptional experiences for clients while creating a better working world.

The opportunity:

As an Operations Lead (Supervising Associate / Assistant Manager) for EY wavespace Munich, you will manage the complete operational workflow—from request intake to qualification, staffing coordination, session oversight, billing, reporting, and governance.

You will work closely with Munich ambassadors, experience leads, facilitators, finance teams, and global stakeholders to ensure alignment, process adherence, and seamless delivery of sessions across wavespace Munich, Stuttgart Innovation Hub, Four Futures, and mobile experiences across Germany.

This role demands strong ownership, strict adherence to deadlines, and the ability to perform under pressure. Given the high level of documentation and scrutiny involved, it requires a structured, detail driven working style, disciplined processes, and proactive stakeholder communication—very much aligned with the German way of working.

Your key responsibilities:

• Act as the single point of contact for all wavespace requests received via mailbox, ambassadors, Munich team, or direct outreach.
• Ensure all qualification criteria are fully validated and documented, and maintain strict alignment with expectations, process discipline, and transparent decision making; in case qualification criteria are not met, manage that business cases approved by leadership.
• Provide requestors with clear response deadlines and next steps, reinforcing structured processes and KPI adherence—critical in a role where extensive documentation and accuracy are closely monitored.
• Create and publish Staffing Posts, ensuring all project details—roles, constraints, language needs, and timelines—are captured accurately. Manage the full staffing cycle with strict SLA discipline, proactively following up to confirm availability.
• Maintain accurate bookings in the wavespace tool and the shared calendar.
• Track and consolidate monthly bills validate and submit to team finance.
• Support monthly reporting activity; half-year and full-year are stakeholder reports incl. adhoc reports.
• Prepare and present the two month JF(Joint Forecast call) pipeline every Monday—including session status, blockers, ownership updates, wEP – (wavespace experience platform- intake form) completeness, staffing progress, and next steps—share MoM and the updated pipeline with the team immediately, and maintain all ad hoc task logs and KPIs with the level of accuracy required in a high documentation, high scrutiny environment.

Coordination of marketing activities

• Coordinate the creation, approval (incl. score), and distribution of marketing materials, ensuring alignment with brand guidelines and BMC objectives by working closely with the global BMC team.
• Oversee the procurement of branded merchandise for marketing initiatives, ensuring alignment with campaign themes and quality standards.
• Liaise with marketing vendors and agencies to ensure timely delivery of services and materials.

Reporting

• Gather data from various sources, including booking systems, event feedback, and facility usage.
• Create regular reports on key performance indicators (KPIs) as well as pipeline reports
• Use analytical tools and software to process data and generate meaningful reports for our stakeholders
• Develop ad-hoc reports as requested by management to address specific questions or concerns.
• Tailor the presentation of reports to suit the audience, whether it be management, stakeholders, or team members.
• Implement new tools or methodologies that can enhance the quality and speed of report generation.

Skills and attributes:

• Strong organizational and project management capability.
• Excellent communication and stakeholder management (Partners, Directors, Experience Leads) added advantage if you have proficiency in German.
• Ability to operate with clarity, discipline, and accuracy in a fast paced global environment.
• Analytical mindset—comfortable handling data, reporting, and documentation.
• Ability to prioritize, manage multiple deadlines, and work independently.
• Strong understanding of experience design workflows, client engagement processes, and booking systems.
• Flexibility to manage changing priorities and ambiguous situations with professionalism.
• Bachelor’s degree in Business, Operations, Management, Communications, or related discipline.
• 5–10 years of relevant experience in Operations, Program Management, Client Experience centres, PMO, or similar high coordination roles.
• Preferably the person should be at least 1 year with EY
• Strong proficiency in Microsoft 365, Excel, PowerPoint, Outlook, booking tools, and collaboration platforms.
• Experience in stakeholder coordination across multiple time zones and regions.
• Excellent communication skills (written and verbal).