Location: Toronto, Ontario
About the Opportunity
A dynamic fintech startup is on the lookout for a Senior Director of Business Operations to lead and unify their operations across Customer Support, Fraud Operations, and Payment Operations. This role is pivotal in shaping the future of financial transactions by creating a high-performing operational organization. Reporting directly to the CEO, the ideal candidate will have a clear pathway to evolve into a COO position.
What You'll Be Doing**
- **Building a Unified Operations Team:**
- Lead the consolidation of Customer Support, Fraud, and Payment Operations into a cohesive structure.
- Hire and mentor managers across functions, establishing team dynamics and performance metrics.
- **Ensuring Launch Readiness:**
- Collaborate with Product, Engineering, Risk/Compliance, Finance, and Data teams to guarantee operational readiness for new initiatives.
- Develop a standardized framework for launch readiness, including staffing and training protocols.
- **Driving AI-First Operations:**
- Craft a strategy for integrating AI into operations, focusing on self-service support and automated processes.
- Identify and implement high-impact automation workflows while ensuring compliance and customer trust.
- **Overseeing Payments Operations:**
- Manage end-to-end payment operations, addressing exceptions, disputes, and vendor coordination.
- Partner with Finance to enhance controls and reporting for daily reconciliations.
- **Championing Operational Excellence:**
- Define and manage KPIs and OKRs across all operations, creating dashboards for accountability.
- Optimize workflows and implement incident management processes that prioritize customer satisfaction.
What You've Done
- Over 10 years (or 8+ with exceptional fit) of leadership experience in BizOps/Operations within fast-paced B2C environments, particularly in payments and risk/fraud.
- Proven history of managing multi-functional operations teams and scaling them effectively.
- Strong understanding of payments operations, including settlement flows and reconciliation controls.
- Experience in cross-functional collaboration to launch products and influence strategic decisions.
- A successful track record of using automation and AI to enhance operational efficiency.
Tech Stack You'll Be Working With
- Payments Operations Tools
- CRM and Ticketing Systems
- QA Tooling and Knowledge Management Systems
- Workforce Management Solutions
- Data Analytics and Reporting Dashboards
What's in It for You
- Opportunity to lead three critical teams and transform them into an efficient operational powerhouse.
- Play a key role in defining AI-driven operations within a real-world payments environment.
- Clear career progression towards a COO role for those who excel in building effective systems and driving execution.
