Senior Director, BizOps

Description

Were redefining how money movesmaking 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 were tackling complex operational challenges at scale. Were 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 Role

Were 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 todays operations flawlessly and architect tomorrows operating model.

What Youll Do

Build and lead a unified Operations organization

• Consolidate 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.

Own launch readiness and cross-functional execution

• 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.

Build an AI-first operations model

• 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.

Own payments operations and reconciliation oversight

• 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.

Drive operational excellence through metrics and systems

• 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.

What Were Looking For (Required)

• 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/FinOps).

• 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 and Engineering to operationalize launches and influence roadmap prioritization.

• Track record of using automation and AI to materially improve efficiency and quality from experimentation through rollout and governance.

• Data-driven operator comfortable defining metrics building operating rhythms and driving measurable improvements.

• Exceptional ownership judgment and calm execution in ambiguous high-stakes environments.

Nice to Have

• Experience in fintech payments platforms marketplaces or other high-throughput transaction businesses.

• Experience implementing modern support and operations stacks (CRM ticketing QA tooling knowledge base workforce management).

• Familiarity with compliance and risk frameworks relevant to payments.

• Experience building shared services or operations platform functions that support multiple product lines.

Why This Role Is Special

• Youll own three mission-critical teams and unify them into a single scalable operating engine.

• Youll help define what AI-first operations look like in a real-world payments and risk environment.

• The role offers a clear and credible path to COO for a leader who can build durable systems and drive company-wide execution.