We’re redefining how money moves—making payments smarter, faster, and more rewarding.
What began as a way for consumers to unlock more value from everyday financial obligations has evolved into a broader mission: building a modern financial platform that acts as a co-pilot for your money, helping people get more out of every dollar they spend.
As a high-growth fintech company operating in the payments space, we’re tackling complex operational challenges ’re looking for ambitious, execution-focused leaders who thrive in fast-paced environments and want to help build durable systems that power meaningful growth.
About the RoleWe’re hiring a Senior Director of Business Operations to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payments Operations into a single, high-performing organization.
This leader will own operational readiness for major product and feature launches, define and implement an AI-first operations model, and build the systems, controls, and talent required to scale efficiently and responsibly.
The role reports directly to the CEO and is designed to grow into a COO-level position over time, making it ideal for an operator who can both run today’s operations flawlessly and architect tomorrow’s operating model.
What You’ll Do Build and lead a unified Operations organizationConsolidate Customer Support, Fraud Operations, and Payments Operations into one aligned operating model with clear ownership, shared goals, and consistent tooling.
Hire, develop, and lead managers and team leads; define org structure, capacity planning, career ladders, and performance management.
Establish operating cadence including weekly metrics reviews, incident retrospectives, QA programs, SOPs, training, and continuous improvement loops.
Partner closely with Product, Engineering, Risk/Compliance, Finance, and Data to ensure operational readiness for new products and features.
Create and own a repeatable Launch Readiness framework covering staffing, tooling, training, workflows, escalation paths, and go-live checklists.
Drive post-launch retrospectives and ensure learnings translate into durable process and product improvements.
Define the strategy and roadmap for scaling operations with AI, including self-serve support, agent assist, intelligent triage, automated investigations, and reconciliation support.
Identify high-ROI workflows for automation and implement appropriate guardrails, QA, and governance to ensure accuracy, compliance, and customer trust.
Use data to measure impact across handle time, resolution rates, fraud loss, dispute outcomes, and cost-to-serve, and continuously optimize.
Ensure smooth end-to-end payments operations, including exceptions handling, escalations, disputes/chargebacks (where applicable), and partner/vendor coordination.
Oversee daily reconciliation processes and ensure the team has the tooling and controls to detect, resolve, and prevent variances (execution may be handled by a direct report).
Partner closely with Finance to strengthen controls, reporting, and auditability.
Define and own KPIs and OKRs across support, fraud, and payments; build dashboards and enforce accountability.
Improve quality and reduce cost-to-serve through workflow redesign, tooling, knowledge management, and intelligent deflection.
Establish fast, customer-centered, and blameless escalation and incident management processes.
10+ years (or 8+ with exceptional fit) of Business Operations or Operations leadership experience in complex, high-volume B2C environments, ideally with payments and risk/fraud components.
Proven experience leading and scaling multi-function operations teams (e.g., Support, Risk/Fraud, Payments/Fin Ops).
Strong working knowledge of payments operations concepts such as settlement flows, exception handling, disputes, and reconciliation controls.
Demonstrated ability to partner cross-functionally with Product…
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