Agilus' client is seeking a Senior Director of Business Operations to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payment Operations into a single, high-performing organization. As a leader will own operational readiness for major launches, build an AI-first operations model, and develop systems, controls, and talent to scale efficiently. The role reports directly to the CEO and has a clear growth path to COO.
Key Responsibilities
- Build and lead a unified Operations org: Consolidate Support, Fraud Ops, and Payment Ops under one model; hire and develop managers; set structure, capacity planning, and performance management.
- Own launch readiness: Partner with Product, Engineering, Risk, Finance, and Data to ensure operational readiness for new features; create repeatable frameworks for staffing, tooling, and workflows.
- Drive AI-first operations: Define strategy for automation and AI-driven workflows (self-serve support, agent assist, intelligent triage); measure impact and optimize continuously.
- Oversee payments operations: Ensure smooth execution of payment flows, exceptions, disputes, and reconciliation; strengthen controls and auditability in partnership with Finance.
- Establish operational excellence: Define KPIs/OKRs, build dashboards, improve quality and cost-to-serve, and implement escalation and incident management processes.
Requirements
- 10+ years (or 8+ with exceptional fit) in BizOps/Operations leadership within high-volume B2C environments, ideally with payments and risk/fraud components.
- Proven experience leading multi-function operations teams and scaling through growth.
- Strong knowledge of payments operations (settlement flows, disputes, reconciliation controls).
- Ability to partner cross-functionally and influence product roadmaps.
- Track record of leveraging automation and AI for efficiency and quality.
- Data-driven operator with experience defining metrics and driving measurable improvements.
- Exceptional judgment and calm execution in high-stakes situations.
Nice to Have
- Experience in fintech, payments platforms, or marketplaces.
- Familiarity with modern support stacks (CRM, ticketing, QA tooling).
- Understanding of compliance/risk frameworks relevant to payments.
- Experience building shared services or ops platforms for multiple product lines.
Why This Role is Special
- Own three mission-critical teams and turn them into a single, scaled operating engine.
- Define what AI-first operations looks like in a real payments + risk environment.
- Clear growth path to COO for a leader who can build durable systems and drive execution.
