Product Operations Manager, Wallets

United States·Palo Altofull-timemid

Product ManagementProduct Operations Manager

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Quick Summary

Requirements Summary

onboarding, KYC, operational capacity. Build S

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Product ManagementProduct Operations Manager

About the Role

~1 min read

As the Product Ops Manager - Wallets, you'll lead the in-market rollout and day-to-day operation of Nclusion's digital wallet and loyalty card products across markets where gaming has already launched. You'll be the operational owner who translates the product roadmap into live digital wallets & loyalty programs on the ground. You’ll partner with Product on features and feedback, market readiness, stickiness, and churn - and with Country GMs on launch sequencing.

This is a builder's role for someone who stays closer to the market than the roadmap, spotting what's breaking in-country and fixing it fast. This role may assume additional group functions over time, including centralized customer centre operations, as the operating model evolves, ensuring effective governance, service excellence, and continuous improvement.

Responsibilities

~1 min read

→Own wallet and loyalty card rollout end-to-end in each new market post-gaming launch, from readiness checks through go-live GTM.
→Translate field feedback into product requirements and represent field reality in roadmap conversations.
→Partner with Country GMs to sequence expansion against local market readiness, actively bridging gaps between gaming-incentive ops and wallets/loyalty services.
→Monitor wallet adoption, usage, and performance KPIs; flag issues before they become escalations.
→Coordinate with Network & Gaming Operations to align wallet rollout within agent network and GTM plans.
→Ensure agent readiness: onboarding, KYC, operational capacity.
→Build SOPs, playbooks, and training materials to distinguish the wallet from the gaming product it's layered on that can be applicable market to market.
→Monitor wallet and crypto/stablecoin trends and assess relevance for Nclusion's markets.

8+ years in digital wallet, mobile money, fintech, or payments product operations, ideally in frontier markets.
Track record launching/scaling a wallet product in a high-growth or startup environment.
History of unblocking a stalled launch, not just managing one on a project plan.
Experience building a KPI/reporting framework from scratch in a new market, including catching problems from the data before they escalated.
Results-driven self-starter who thrives with ambiguity and limited process, and builds process as they go.
Cross-functional experience with Product, Engineering, Compliance, and local GM teams.
Crypto/stablecoin wallet knowledge is a plus, not required.