Operations Lead

About the Role

Own a core operational domain at an early-stage financial technology company, spanning customer operations, payment operations, or financial crime operations. You will build and improve the processes, metrics, tooling, and automations that let the operation handle more volume without growing headcount.

What You'll Do

• Handle operational cases directly at first to understand where workflows break and establish meaningful performance metrics.
• Design and launch automations, then test the operating model with live workflows and measure its impact.
• Develop automated agents for routine work, keeping people focused on high-risk or complex decisions.
• Work directly with Engineering and Product to define agents and build operational tools.
• Create and maintain escalation paths, standard operating procedures, and operational metrics.
• Improve operational capacity and quality while keeping headcount flat.

What We're Looking For

• At least 3 years building products or processes in banking, fintech, payments, or crypto, or experience in top-tier consulting with regulated financial services exposure.
• Experience shipping production automations or agents in live environments, not just proofs of concept.
• Experience owning operational domains end to end, including process design, SOPs, KPIs, and tooling.
• Knowledge of workflow automation, agent-based operating models, and AI or LLM-enabled systems.
• Experience defining and improving operational metrics, and working with Engineering and Product to build tools.
• Hands-on experience with operational queues, case handling, transaction processing, or related work; familiarity with compliance, risk, financial crime, payments, clearing, or settlement is valuable.