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.