Operations Lead

Take ownership of a core operational function within an innovative, early-stage financial technology environment. You will build and optimize the processes, systems, metrics, and automations that enable operations to scale efficiently. Working directly with the COO and collaborating closely with Product and Engineering, you will turn operational challenges into scalable solutions. Your work will involve hands-on case management, workflow automation, and the deployment of AI-powered agents. You will help improve operational performance while maintaining strong controls and appropriate human oversight for complex or high-risk decisions. This is a high-impact opportunity for an experienced professional who enjoys combining operational leadership, technology, and process innovation.

As Operations Lead, you will own an operational domain such as customer operations, payment operations, or financial crime operations. You will establish its foundations, improve day-to-day execution, and develop the systems required to support sustainable growth. Your responsibilities will include:

• Manage operational cases directly during the initial stages to identify process gaps, understand workflows, and establish meaningful performance metrics.

• Design, implement, and launch production-ready automations, validating their effectiveness through live workflows and measuring their impact.

• Scale automated agents across your operational domain while ensuring human review remains in place for complex, sensitive, or high-risk decisions.

• Partner with Product and Engineering teams to define agent requirements, develop operational tools, and improve internal systems.

• Create and maintain escalation paths, standard operating procedures (SOPs), and operational performance metrics.

• Monitor and optimize operational workflows to improve throughput, efficiency, and service quality.

• Identify opportunities to reduce manual work and scale operations without proportionally increasing headcount.

• Take end-to-end ownership of operational processes, from initial design and implementation through ongoing performance management and optimization.

The ideal candidate combines hands-on operational expertise with experience building scalable processes and deploying automation in regulated financial services. You should be comfortable working across operational and technical teams, taking ownership in an evolving environment, and translating business needs into practical systems.

• At least 3 years of experience building products or processes in banking, fintech, payments, or cryptocurrency, or consulting experience focused on regulated financial services.

• Experience implementing production workflow automations or automated agents, including AI- or large language model (LLM)-based systems where applicable.

• Hands-on operational experience, including queue management, case handling, transaction processing, or similar activities.

• Experience owning operational domains end to end, including process design, SOP development, KPI definition, and operational tooling.

• Ability to define, monitor, and optimize operational metrics to improve efficiency and performance.

• Experience collaborating with Product and Engineering teams to translate operational requirements into effective tools and systems.

• Familiarity with regulated financial services environments; exposure to compliance, risk management, financial crime, payments, or settlement operations is an advantage.

• Experience building, improving, or scaling operations within an early-stage company or high-growth environment is highly valued.

• Strong problem-solving skills, operational judgment, and the ability to balance automation with appropriate human oversight.