Product Operations Lead - Care Operating Model Transformation - Freelance

Mission

Operating Model Rollout & Operational Structuring

• Lead the implementation of a new value-stream operating model across Care units
• Translate strategic principles into actionable operating processes, workflows, and governance
• Ensure the model is consistent, scalable, and adopted effectively across different teams
• Build and maintain the operational foundations required for long-term scalability, including playbooks, process documentation, RACI, and operating guidelines

Cross-functional Alignment & Change Management

• Work closely with Care, Product, Engineering, Operations, Data, and Design teams
• Facilitate collaboration between Care and the business / transversal units involved in the transformation
• Clarify roles, responsibilities, ownership, and ways of working across teams
• Drive alignment and adoption in an environment where influence matters more than hierarchy
• Design and lead onboarding / enablement sessions so newly integrated units can operate autonomously within the new model
• Ensure all stakeholders understand the benefits, expectations, and practical implications of the change

Ownership & Execution

• Act as the main point of contact for all operational topics related to the rollout
• Handle escalations and unblock issues with pragmatic, business-oriented solutions
• Drive execution autonomously, with a strong sense of ownership and accountability
• Bridge strategy and day-to-day execution, ensuring leadership intent is translated into concrete operational reality

Performance & KPI Structuring

• Help teams define, structure, and own their operational KPIs
• Ensure performance tracking is aligned with broader business objectives
• Bring visibility, rigor, and clarity to how performance is measured across the new setup
• Support the creation of a scalable framework for tracking outcomes and operational health over time

Profile

• Senior Product Ops / Operations profile with strong experience in fast-paced tech or scale-up environments
• Proven track record in operating model rollouts, organizational transformation, or cross-functional operational excellence programs
• Strong ability to structure ambiguous and complex environments
• Excellent stakeholder management and communication skills, both written and verbal
• Hands-on, pragmatic, and strongly execution-oriented mindset
• Able to onboard quickly and create impact from the first weeks
• Strong change management capabilities, with the ability to drive alignment without direct authority
• Very good understanding of product-led and web-based organizations

Important

• We are specifically looking for profiles who have worked in tech companies and are familiar with web product environments
• Experience working closely with Product, Engineering, Design, Data, and Operations teams in digital / platform / marketplace contexts is highly valued.

Key Expectations

• Fast onboarding and immediate contribution
• Strong ownership of the rollout and operationalization
• Ability to bridge strategy and execution
• High level of autonomy and accountability
• Strong communication skills, with the ability to create clarity across multiple stakeholders
• Ability to help teams adopt a new operating model in a sustainable and scalable way
• Long term mission - 4days/week