Head of Business Operations - North America

Job Description Your Mission

As the Head of Business Operations, your mission is to enhance and scale our servicing and operations for our platform partners. You will lead the regional operational strategy, ensuring our servicing model meets the expectations of our partners and scales in line with our growth.

• Own Servicing and Operational KPIs
  :
  You own servicing and operational success in the region, working with cross‑functional teams to fix structural problems when needed or incubate operations from scratch for new partnership types or products
• Lead Partner Success
  :
  You own our partners’ operational success, ensuring that their KPIs and SLAs are stable and always green
• Influence Without Authority
  :
  You influence and indirectly lead the operational teams in the region, ensuring that they are set up correctly to be high‑performing, have enough capacity, consistently meet KPIs and are prioritising the right things for partners

• Choose your path to impact
  : we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls
• Grow as a leader
  :
  Grow and inspire cross‑functional teams from customer success and servicing and operations to join our mission
• Get amazing exposure
  : to the full breadth and depth of our product and servicing operations from customer support, Fin Crime, regional expansion and new product launches
• Be part of our mission
  : to make money without borders the new normal

• You have 5+ years of experience in a broad role at an innovative company within the payments ecosystem, driving large projects to completion
• Leadership in Operations. You have a successful track record in similar senior operational leadership roles within the Fin Tech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of customer service‑type contexts
• You’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions
• You’re entrepreneurial and hands‑on. You have delivered high impact solutions end to end in data‑driven environments
• You are fluent with data, can use spreadsheets and analytics dashboards for insights, preferably you know SQL and Python
• You can go through loads of qualitative data point: customer contacts, operational cases and side‑by‑side sessions
• Ability to work across time horizons: you are able to translate partner requirements into a servicing model, formulate long‑term strategies and 6‑month plans, but also are able to ensure team accountability in the day‑to‑day, while maintaining strategic direction for the team among the constant noise of the BAU
• Local knowledge of the market and region. Ability to understand the local laws, culture, regulations and ways of working for the region
• Well‑rounded approach to operations and change:
  Adept at managing change and adapting to evolving business needs, optimizing for best customer support within the constraints of our resources and other business needs
• Analytical & data driven. Able to build and execute against KPI's and enhance SLAs, you use data to find insights and solve complex problems
• Have a clear playbook for prioritising work, helping the team understand impact and making an inspiring roadmap for everyone to follow
• You approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it
• You can influence people without authority

This is a hybrid position located in Austin, Texas, and not fully remote (minimum 3 days at office).