Director of Business Operations - North America
About The Position
We’re looking for a Director of Business Operations (NorthAm) to join us and do things differently. This is a critical leadership position designed for a strategic and hands-on leader who will shape the future of our operations across North America. You will not only lead business operations for the region but also proactively identify opportunities for improvement and guide a team of BizOps managers to execute these initiatives. This is a high-visibility leadership role with significant regional scope. For the right candidate, this position offers a clear succession pathway to senior executive entity leadership in North America. You will serve as the primary operational representative to our regulators and the regional Board of Directors.
Requirements
- A minimum of 7+ years of experience in senior operational leadership roles within FinTech or at US banks.
- A highly successful track record in senior operational leadership, with a sophisticated approach to managing people, processes, and fast-moving organizational change.
- Demonstrated ability to execute and scale within complex, tech-driven operations or product-led servicing environments.
- Proven experience representing operations to regulators and a board of directors.
- A track record of working in true partnership with product teams to build effective solutions for support challenges.
- Ability to build and execute against KPIs and use data to solve complex problems and find insights.
- A strong understanding of the laws, culture, and regulations within the US market.
Responsibilities
- Lead the North American operational strategy, directing a matrixed footprint of over 1,000 support and servicing team members located in our European hubs (Budapest and Tallinn), while building out our local teams in Austin and São Paulo.
- Lead the business operations organization in the region, identifying and capitalizing on opportunities to enhance efficiency and performance. Work closely with global heads to shape the future of the region, including location strategy and capacity planning.
- Lead and develop a small team of high-performing BizOps managers, guiding them to execute on key operational improvements.
- Represent operations confidently and credibly in front of regulators and our board of directors.
- Collaborate with the North American leadership team on strategic expansion into new markets and regions.
- Grow and mentor local operational leaders, hire new talent, and establish effective local ways of working, including hybrid models and career growth opportunities.
- Embrace our flat organizational structure by being a leader who can both strategize and execute, getting your hands dirty to solve problems and drive projects forward.
- Scale regional operations efficiently and sustainably.
- Drive structural improvements, working in lockstep with product teams to build forward-looking infrastructure that upgrades operations.
- Proactively identify systemic operational vulnerabilities, lead high-impact automation projects, and drive contact deflection strategies to scale volume without linearly scaling headcount.
- Translate product requirements into a sustainable servicing model and formulate both long-term strategies and actionable 6-month plans.
- Build, track and execute against robust KPIs, using data to uncover operational insights and eliminate customer friction points.
- Act as a "local office leader", owning decisions on location changes, and contributing to our hybrid work strategy. Provide key input into forecasting and hiring decisions.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
