Head of Consumer Operations

United Kingdom·Londonexecutive

OtherHead

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Overview

Blockchain is connecting the world to the future of finance. As the most trusted and fastest-growing global crypto company, it helps millions of people worldwide safely access cryptocurrency.

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OtherHead

Responsibilities

~1 min read

→10+ years of experience in financial operations, payments operations, or treasury operations, including 4+ years in a senior leadership role, ideally within crypto, fintech, or a regulated financial institution.
→Direct experience managing fiat and cryptocurrency money movement (deposits, withdrawals, settlements) at meaningful transaction volume and scale.
→Track record building and leading operations teams through periods of rapid growth, including workforce planning across in-house and outsourced/BPO models.
→Strong working knowledge of AML, KYC, and fraud-prevention frameworks, with experience partnering closely with Compliance rather than owning policy directly.
→Experience partnering with Treasury functions on liquidity, cash positioning, or banking relationships in a financial services or crypto context.
→Demonstrated success driving operational readiness for new product launches or geographic market expansions, including navigating regulatory dependencies.
→Vendor management experience with payment processors, banking partners, or crypto trading/custody platforms.
→Strong analytical skills with the ability to translate operational data into performance metrics and strategic recommendations.
→Excellent cross-functional leadership and communication skills; comfortable operating at both strategic and hands-on execution levels.
→Experience operating in a fast-paced, high-growth, and regulated environment; crypto/digital-asset industry experience strongly preferred.

Own end-to-end financial operations for the consumer business — deposits, withdrawals, settlements, and reconciliation — across both fiat and cryptocurrency assets, at scale.
Define and manage SLAs for customer-impacting operational metrics (withdrawal processing time, transaction success rate, dispute resolution turnaround).
Build and maintain documented SOPs and a control framework for consumer money movement, including segregation-of-duties and audit-readiness.

Build, lead, and scale a high-performing operations team (reconciliation, asset movement, support ops), including workforce planning for distributed or outsourced functions as volume grows.
Own consumer-facing incident response for operational disruptions (failed withdrawals, settlement delays, banking/exchange outages), including customer communication protocols during incidents.

Drive operational readiness for new product launches and geographic expansions — financial infrastructure, licensing/regulatory dependencies, and go-live runbooks — in partnership with Product, Compliance, and Engineering.
Develop and refine scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency as the consumer base grows.

Partner with Compliance and Legal to operationalize AML, fraud prevention, and KYC-related controls affecting consumer transactions; own fraud-loss and chargeback/dispute metrics for the consumer book.
Partner with Treasury on liquidity and cash positioning for consumer-facing flows, ensuring operational execution aligns with Treasury's risk and funding strategy.
Own vendor management and performance monitoring for payment processors and banking partners — uptime, fee structures, dispute rates, and relationship health.

Analyze operational and financial data (transaction success rates, time-to-resolution, cost-per-transaction) to drive strategic decisions and continuously improve performance.