Head of Business Operations - North America

Wise•Austin, TX

1d•Hybrid

About The Position

As the Head of Business Operations, your mission is to enhance and scale our servicing and operations for our platform partners. You will lead the regional operational strategy, ensuring our servicing model meets the expectations of our partners and scales in line with our growth. In this senior leadership role, you will balance high-level strategy with hands-on execution across multiple functional domains. Your focus will be there–fold: Own Servicing and Operational KPIs: You own servicing and operational success in the region, working with cross-functional teams to fix structural problems when needed or incubate operations from scratch for new partnership types or products. Lead Partner Success: You own our partners’ operational success, ensuring that their KPIs and SLAs are stable and always green. Influence Without Authority: You influence and indirectly lead the operational teams in the region, ensuring that they are set up correctly to be high-performing, have enough capacity, consistently meet KPIs and are prioritising the right things for partners. This role will give you the opportunity to choose your path to impact, grow as a leader, and get amazing exposure to the full breadth and depth of our product and servicing operations.

Requirements

5+ years of experience in a broad role at an innovative company within the payments ecosystem, driving large projects to completion.
Leadership in Operations with a successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products.
Demonstrated ability to execute at a very high level in a variety of customer service-type contexts.
Passion for helping customers, with empathy driving decisions.
Entrepreneurial and hands-on approach, with experience delivering high-impact solutions end-to-end in data-driven environments.
Fluent with data, ability to use spreadsheets and analytics dashboards for insights.
Ability to go through qualitative data points: customer contacts, operational cases, and side-by-side sessions.
Ability to work across time horizons: translate partner requirements into a servicing model, formulate long-term strategies and 6-month plans, and ensure team accountability in the day-to-day while maintaining strategic direction.
Local knowledge of the market and region, with the ability to understand local laws, culture, regulations, and ways of working.
Well-rounded approach to operations and change: adept at managing change and adapting to evolving business needs, optimizing for best customer support within resource constraints.
Analytical & data-driven: able to build and execute against KPIs and enhance SLAs, use data to find insights and solve complex problems.
Clear playbook for prioritizing work, helping the team understand impact, and making an inspiring roadmap.
Methodical approach to problem solving, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies.
Ability to influence people without authority.

Nice To Haves

Knowledge of SQL and Python.

Responsibilities

Own servicing and operational success in the region, working with cross-functional teams to fix structural problems or incubate operations from scratch for new partnership types or products.
Own our partners’ operational success, ensuring that their KPIs and SLAs are stable and always green.
Influence and indirectly lead the operational teams in the region, ensuring they are set up correctly to be high-performing, have enough capacity, consistently meet KPIs, and are prioritizing the right things for partners.
Create a vision and make independent decisions regarding your work.
Grow and inspire cross-functional teams from customer success and servicing and operations.
Gain exposure to the full breadth and depth of product and servicing operations, including customer support, FinCrime, regional expansion, and new product launches.
Translate partner requirements into a servicing model.
Formulate long-term strategies and 6-month plans.
Ensure team accountability in the day-to-day operations while maintaining strategic direction.
Build and execute against KPIs and enhance SLAs.
Use data to find insights and solve complex problems.
Prioritize work, help the team understand impact, and create an inspiring roadmap.
Approach problem-solving in a methodical way to gain clarity over root cause issues and assess risk and migration strategies.
Influence people without authority.