Director of Business Operations

Relay•New York, NY

22d

About The Position

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. We’re looking for a Director of Business Operations to help us build and scale our Risk ops, Customer Success Ops, and Product Ops teams. You’ll partner closely with Risk, Customer Success, and Product to streamline processes, improve execution, deliver actionable insights, and enable scalable growth. You’ll bring a strong command of operating cadence, cross-functional execution, and systems thinking, and will lead teams in building a world-class operational foundation that increases clarity, efficiency, and accountability across the business. Joining Relay means the opportunity to make a meaningful impact by building solutions with the potential to reach 29 million small businesses across North America. If you thrive in a fast-paced environment, are energized by ambiguity and complex problems, and want to help build the next phase of Relay’s growth from the ground up — Relay is the place for you.

Requirements

8 to 12+ years of experience in Business Operations, Strategy and Operations, or a related function within a high-growth technology or fintech environment, with at least 3 years leading managers.
Proven track record of building and scaling multi-functional operations teams supporting Risk, Customer Success, Product, or comparable functions in a B2B SaaS environment.
Demonstrated ownership of company-level operating cadences, including quarterly planning, KPI frameworks, and cross-functional execution rhythms that improved accountability and performance.
Deep experience designing and optimizing end-to-end processes, with clear examples of measurable gains in efficiency, quality, or cost reduction.
Strong analytical foundation with hands-on experience using data to drive decisions; fluent in defining metrics, building dashboards, identifying root causes, and translating insights into operational change.
Experience owning and evolving operational tech stacks, including CRM, support tooling, risk systems, or product analytics platforms, with a bias toward automation and AI-driven efficiency.
History of implementing and enforcing data governance standards that improved data integrity and decision-making reliability.
Demonstrated ability to operate at both strategic and tactical levels, translating ambiguous business objectives into structured plans with clear owners, timelines, and outcomes.
Strong cross-functional leadership skills with a record of influencing senior stakeholders across Product, Risk, Finance, and GTM without direct authority.
Experience operating in a regulated or compliance-sensitive environment, with an understanding of risk management principles and controls.
Clear evidence of building high-performance teams, including hiring, coaching, and developing managers and individual contributors to exceed performance expectations.

Responsibilities

Leverage analytics to identify trends, anomalies, and operational opportunities while collaborating with the Data team to measure and monitor new trends.
Oversee core operating processes, including process optimization, analytics, and the operating cadence across Biz Ops–owned functions.
Work with respective teams to build and maintain the operational tech stack across Risk, Customer Success, and Product ensuring each team has the right tools to succeed while continuously identifying opportunities to drive efficiency and enhance performance through automation and AI.
Develop, implement, and optimize processes and cadences to drive alignment across Risk Operations, Customer Success Operations (CS Ops) and Product Ops teams.
Build a quarterly Biz Ops roadmap that prioritizes the most critical opportunities and challenges, while regularly updating stakeholders on progress.
Implement and enforce data quality controls to ensure that data is relevant, accurate, and reliable.
Lead, manage, and mentor a high-performing operations team, fostering a culture of collaboration, innovation, and continuous growth.
Plug into the operating system supporting the team and recurring responsibilities, independently assessing strengths and areas for improvement with a focus on critical strategic needs, and partner to translate them into actionable improvements to achieve company goals.
Partner with functional leaders across Risk, Customer Success, Product, and Finance to design strategies that improve execution, efficiency, and customer outcomes.
Design, test, and scale strategies that increase productivity, automate workflows, and drive efficiency across Biz Ops–owned teams.