Director of Global Operations

You will lead Operations, incident management, and Data functions. You will manage regional operations and data leaders, capacity, resourcing, objectives, and performance. You will improve customer support, operational processes, incident response, metrics, reporting, and data delivery. You will partner with Product Engineering on priorities, risks, launches, and continuous improvement.

Responsibilities

• Manage Regional Heads of Operations and the Head of Data
• Set objectives, performance expectations, and team development plans
• Manage capacity, global resourcing, and 24/7 coverage
• Lead the operational team to deliver consistent customer support
• Implement process efficiencies and improve customer response quality and speed
• Establish and improve team performance metrics and SLAs
• Partner with Product Engineering on delivery commitments, risks, and operational priorities
• Define and implement the incident-management strategy and end-to-end process
• Report incident metrics and regulatory follow-ups
• Lead the Data team’s reporting and insights delivery
• Support data strategy, data-request processes, and data-delivery SLAs

Requirements

• Experience in FinTech operations, including cross-border payments, reconciliation, and customer support
• Experience in fast-paced, scaling Agile environments delivering API-led products
• Experience working with Product Delivery teams on requirements gathering, operational go-live testing, and launch support
• Exceptional communication and stakeholder management skills
• Servant leadership and a commitment to professional development
• Right to work in the relevant jurisdiction