Head Of Operations

AiPrise•San Jose, CA

About The Position

AiPrise is building the global compliance operating system for modern fintechs, marketplaces, banks, and platforms. We are trusted by leading financial institutions and process millions of onboarding decisions across KYC, KYB, AML, fraud, and monitoring. We are past figuring out product market fit. We are now scaling complex, global customer operations at speed. Every new customer we onboard is a high stakes, high complexity lift. Compliance teams are trusting us with their core regulatory workflows. Time to onboard is our north star, and operations is where that is won or lost. We are looking for a Head of Operations who can turn a growing customer base into a world class operational machine, operate at founder level depth across onboarding, support, and success, scale operational thinking across teams, regions, and customer tiers, and obsess over clarity, velocity, and customer outcomes. This is a builder, leader, and operations brain role.

Requirements

10 plus years in customer operations, customer success, or technical operations leadership
Experience scaling ops at a Series A to Series C B2B SaaS or fintech company
Track record building onboarding or CS functions from scratch
Experience with technical products, API integrations, and enterprise customers
Comfort operating with ambiguity, speed, and high ownership
A strong bias toward action over decks
Able to go from messy signal to playbook to shipped process
Comfortable saying no and explaining why
Respected by engineers because you understand systems
Energized by hard problems and real world impact
Excited to build in a fast moving, founder led environment

Nice To Haves

Compliance, KYB, KYC, fraud, payments, or regtech background
Experience across global customer bases including LATAM, Africa, SEA, and MENA
You have deployed AI tooling in your ops org and have strong opinions on where it works

Responsibilities

Own time to first verification as a primary company metric
Design and run the end to end onboarding journey from contract signed to live in production
Build integration enablement motions for technical and non technical customers
Create clean handoff rituals from sales to onboarding to success
Ship onboarding playbooks that scale across SMB, mid market, and enterprise
Build a tiered support model with crisp SLAs, escalation paths, and on call rotations
Stand up a knowledge base and self serve layer that deflects routine questions
Use AI aggressively to reduce ticket volume and first response time
Partner with engineering on customer impacting incidents and on call discipline
Own retention, renewals, and expansion across the book
Build QBR motion, health scoring, and renewal forecasting
Identify upsell and cross sell paths, especially in late stage and whale accounts
Create a structured voice of customer loop back to product and engineering
Build and scale a team across onboarding, support, and customer success
Set the bar for operational quality, clarity, and velocity
Create strong rituals around reviews, escalations, retros, and feedback loops
Partner tightly with Product, Engineering, Sales, and Compliance
Act as a thought partner to the founders on customer strategy and scale
Join key customer calls, enterprise escalations, and renewals
Influence pricing, packaging, and service tier strategy
Represent operations credibly with customers, partners, and investors