Operations Lead

About the Role

This is an end-to-end ownership role for one of three core operational domains: customer operations, payment operations, or fincrime operations. You report directly to the COO and are trusted with full decision-making authority from day one, running your domain like a product team inside a modern, API-first banking platform built for global fintechs and digital asset companies.

What You'll Do

Sit in the queue yourself during your first couple of months to map exactly where processes break and define the KPIs that prove the system works.

Ship the first wave of automations by months 3 and 4, validating the operating model on a live cohort and driving measurable volume increases.

Scale agents across your domain by months 5 and 6, leaving humans only the highest-risk decisions while the long tail runs hands-off.

Spec agents and shape tooling directly alongside Engineering and Product rather than filing tickets at them.

Own escalation paths, SOPs, and metrics, drafting and rewriting them as the system evolves.

Measure success by volume multiplying while headcount stays flat, not by team size.

What We're Looking For

3 or more years building products or processes at a bank, fintech, payments, or crypto company, or equivalent tier-1 consulting experience with regulated financial services exposure.

Production automations or agents already running in live environments, not just proofs of concept.

Hands-on experience doing the operational work yourself, including queue management, case handling, or transaction processing.

Experience designing end-to-end operational domains: process design, SOP creation, KPI definition, and tooling selection.

Instinct to automate first and build systems smaller rather than add headcount.

Experience working directly with engineering and product teams to spec and build operational tooling.

Comfort in regulated financial services environments such as banking, payments, or fintech operations.

Experience with compliance, risk, or fincrime workflows is a strong plus.

Familiarity with AI agents, LLMs, or intelligent automation systems is a strong plus.

Based in New York or willing to relocate.

Compensation & Benefits

Base salary: $180,000 to $220,000 USD annually. Visa sponsorship is available.

Location

On-site in New York, NY, USA.