Senior Director of Business Operations
As the Senior Director of Business Operations you will get to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payments Operations into a single, high-performing organization. This leader will own operational readiness for major product and feature launches, define and implement an AI-first operations model, and build the systems, controls, and talent required to scale efficiently and responsibly. The role reports directly to the CEO and is designed to grow into a COO-level position over time.
This is a senior operator role for someone who can run day-to-day operations flawlessly while architecting the operating model for future scale. You will consolidate multiple functions into one aligned organization, own launch readiness, drive AI-first automation, and ensure robust payments and reconciliation controls.
What You’ll Do
Build and lead a unified Operations organization
- Consolidate Customer Support, Fraud Operations, and Payments Operations into one operating model with clear ownership, shared goals, and consistent tooling.
- Hire, develop, and lead managers and team leads; define org structure, capacity planning, career ladders, and performance management.
- Establish operating cadence including weekly metrics reviews, incident retrospectives, QA programs, SOPs, training, and continuous improvement loops.
Own launch readiness and cross-functional execution
- Partner with Product, Engineering, Risk/Compliance, Finance, and Data to ensure operational readiness for new products and features.
- Create and own a repeatable Launch Readiness framework covering staffing, tooling, training, workflows, escalation paths, and go-live checklists.
- Drive post-launch retrospectives and translate learnings into durable process and product improvements.
Build an AI-first operations model
- Define strategy and roadmap for scaling operations with AI: self-serve support, agent assist, intelligent triage, automated investigations, and reconciliation support.
- Identify high-ROI workflows for automation and implement guardrails, QA, and governance to ensure accuracy, compliance, and customer trust.
- Use data to measure impact across handle time, resolution rates, fraud loss, dispute outcomes, and cost-to-serve, and continuously optimize.
Own payments operations and reconciliation oversight
- Ensure smooth end-to-end payments operations, including exceptions handling, escalations, disputes/chargebacks, and partner/vendor coordination.
- Oversee daily reconciliation processes and ensure tooling and controls detect, resolve, and prevent variances.
- Partner with Finance to strengthen controls, reporting, and auditability.
Drive operational excellence through metrics and systems
- Define and own KPIs and OKRs across support, fraud, and payments; build dashboards and enforce accountability.
- Improve quality and reduce cost-to-serve through workflow redesign, tooling, knowledge management, and intelligent deflection.
- Establish fast, customer-centered, and blameless escalation and incident management processes.
What We’re Looking For (Required)
- 10+ years (or 8+ with exceptional fit) of Business Operations or Operations leadership experience in complex, high-volume B2C environments, ideally with payments and risk/fraud components.
- Proven experience leading and scaling multi-function operations teams (Support, Risk/Fraud, Payments/FinOps).
- Strong working knowledge of payments operations: settlement flows, exception handling, disputes, and reconciliation controls.
- Demonstrated ability to partner with Product and Engineering to operationalize launches and influence roadmap prioritization.
- Track record of using automation and AI to materially improve efficiency and quality, from experimentation through rollout and governance.
- Data-driven operator comfortable defining metrics, building operating rhythms, and driving measurable improvements.
- Exceptional ownership, judgment, and calm execution in ambiguous, high-stakes environments.
Nice to Have
- Experience in fintech, payments platforms, marketplaces, or other high-throughput transaction businesses.
- Experience implementing modern support and operations stacks (CRM, ticketing, QA tooling, knowledge base, workforce management).
- Familiarity with compliance and risk frameworks relevant to payments.
- Experience building shared services or “operations platform” functions that support multiple product lines.
Why This Role Is Special
You’ll own three mission-critical teams and unify them into a single, scalable operating engine. You’ll help define what AI-first operations look like in a real-world payments and risk environment. The role offers a clear path to COO for a leader who can build durable systems and drive company-wide execution.
