Specialist, Operations, Ombudsperson Office

Want to make a positive difference to the future of people and our one shared home, the Earth? Working at WWF could be your opportunity of a lifetime.
All around the world, people are waking up to the devastating impacts of climate change and nature loss. The situation today is worse than the darkest predictions of just ten years ago, pushing billions of people to the edge and threatening lives and livelihoods. At WWF, we are facing our biggest crisis – and our biggest ever opportunity – to create a better future for people and nature. With over 60 years of experience and an active presence in more than 100 countries, we work to achieve both on-the-ground and global policy action, from protecting and restoring species and their habitats, to transforming markets and policies toward sustainability.

Our people come from hugely diverse backgrounds and with a variety of expertise, ranging from conservation science and advocacy to HR and finance. We welcome applications from anyone who believes they can help us tackle this enormous global challenge and drive the urgent conservation impact needed to restore our planet.

What We Do
We are an independent conservation organization, striving to sustain the natural world for the benefit of people and the ecosystem. From individuals and communities to businesses and governments, we are part of a growing global movement calling for bolder action on climate and nature, demanding that world leaders set nature on the path to recovery by 2030. WWF works to address the most dominant drivers of nature loss through system-wide changes in how food and energy are produced and consumed, and in how financial systems are structured. By implementing change in every country, we aim to drive visible and positive impacts on the ground, helping to restore nature in the most critical places around the world, from the Amazon to the Coral Triangle.

Engaging everyone means addressing the barriers to participation faced by some groups in society, including local communities. Conservation will only be sustainable if it is owned by, and benefits, local people. That's why Indigenous Peoples and local communities must be at the centre of action on climate and nature. WWF is committed to using its resources and global network to support these communities in creating together the most effective solutions where they live.

Humanity is still in time, we have a clear pathway to solve this crisis. At WWF, we call on everyone to join the global movement, change how we live, and take action now.

• MISSION OF THE DEPARTMENT

To further strengthen WWF's social and environmental accountability system, WWF established the Office of the Ombudsperson (the Office) with the Ombudsperson at its head. The Office operates independently of conservation activities. It reports to the WWF International Board who have oversight over its scope and functions, and also has a reporting line to the Director General of WWF International to facilitate its day-to-day functioning. The Office is responsible for responding to environmental and social complaints from individuals or communities who are or may be impacted by WWF project activities. The primary outcome of the work of the Office is to address the complaints and help to enhance the environmental, social and human rights performance of WWF activities by providing ongoing advice.

• MAJOR FUNCTIONS
• Support the Ombudsperson and other Office staff to fulfil the functions of the Office;
• Manage the intake process for complaints received by the Office;
• Contribute to the development and delivery of communication strategies and products that promote the Office and its engagement with internal and external stakeholders;
• Support the operation of the Office's website, case management system, intranet site and data analysis and contribute to the production of knowledge management and advisory products;
• Assist the Ombudsperson in the day-to-day management of the team with designated administrative duties;
• Operate and perform to the highest professional standards, with considerable independence, diversified duties using initiative and judgment, high level organizational skills and knowledge of the Office and WWF's policies and procedures.
• Major Duties and Responsibilities
• Support the strategy of the Office to deliver effectively on its mandate;
• Build and maintain a strong working relationship with relevant WWF and external constituencies/stakeholders, as identified by the Office;
• Liaise across the WWF network with relevant staff, across different levels of seniority, and clearly communicate and engage with them;
• Manage the administration of the Office, including activities across a decentralized team, including event management, logistical support, and budget and contract management;
• Serve as the intake officer for complaints received by the Office, managing an effective complaint intake and eligibility process within prescribed timelines;
• Serve as the first point of contact with complainants, engaging with them and facilitating the intake and eligibility process;
• Support the operation and improvement of the Office's website, intranet site and case management system, including data management, data analytics and reports, both formal and informal for internal and external stakeholders;
• Help establish reporting protocols to track Office communication and case handling;
• In close collaboration with the Advisory Head, contribute to the identification, design and delivery of advisory products, lessons learned, capacity building and knowledge management products;
• In close collaboration with the Dispute Resolution Head, support the problem-solving processes, including production of milestone reports;
• In close collaboration with the Ombudsperson, contribute to communication and outreach strategies and products that help promote the Office within WWF, and with external constituencies and stakeholders;
• Assist in the collection of data or information, and preparation of reports to help operationalize the Office;
• Identify and contribute to operational improvements that allow the Office to be more effective and efficient.
• PROFILE

Required Qualifications.

• University degree in social or development studies or related field;
• 5-7 years' experience in NGO operations, complaint management, communications, knowledge management or other relevant field;
• Previous experience in an international NGO, national or high-profile organization;
• Previous experience in a network structure.

Required Skills And Competencies.

• Demonstrated experience of working in international and multi-cultural settings is essential;
• Previous experience in an NGO or international organization is preferable, particularly in areas related to accountability, complaint management, or environmental and social standards;
• Meticulous attention to detail and follow-up with excellent organizational and prioritization skills;
• Demonstrated ability to multi-task and work effectively without compromising quality, including working across time zones with decentralized teams;
• At ease dealing with people and tasks at different levels of seniority and complexity';
• Problem solving skills and at ease dealing with ambiguity or other situations where the required course of action may not be immediately evident;
• Capacity and willingness to take initiative and be proactive within a small busy team;
• Experience contributing or leading communications, knowledge management or capacity building initiatives a plus;
• Excellent communications skills, both written and verbal;
• Excellent command of written and spoken English; fluent French strongly preferred;
• Familiarity and experience with data and data analysis;
• Excellent IT skills;
• Experience in dealing with highly sensitive and confidential information, clearly demonstrating the understanding of confidentiality and the role of independence in handling information and information flows;
• Willingness to take on additional tasks within the broad banner of "operations";
• Interest in accountability, governance, conservation and the role that communities play in securing conservation outcomes;
• Embraces the WWF mission and values of the organization: Courage, Integrity, Respect & Collaboration.

5 WORKING RELATIONSHIPS

Internal.

Within WWF, this role reports to the Ombudsperson, working closely with other Office staff. This role also engages and collaborates with WWF units and departments relevant to the work of the Office.

External.

This role will engage on an ongoing basis with external stakeholders including individuals, complainants and civil society organizations.

Please upload your covering letter and CV in English. Priority will be given to applications with both documents indicated.

Deadline for applications: 8 October 2025
Work permit restrictions may apply.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

At WWF, we are dedicated to fostering an inclusive and diverse workplace where every individual feels valued and respected. We believe that a diverse workforce will help us to achieve our mission to stop the degradation of the Earth's natural environment and to build a future in which humans live in harmony with nature. As an equal opportunity employer, we are committed to providing fair and unbiased consideration for all candidates regardless of their background. We encourage applicants from all backgrounds to apply and join us in fostering a diverse and inclusive workplace.