Head of Operations Offline

About the Role

We are looking for a Head of Operations to own the full operational layer of our crypto wallet product — from payment infrastructure and risk management to user retention and data analytics. You will be the person who translates company strategy into a functioning, scalable operating system, and ensures our operations remain resilient, transparent, and compliant as we grow in a highly regulated environment.
 

Responsibilities

• Operational Architecture. Design and own the company’s operating model — processes, roles, and performance metrics — that translate strategy into measurable business outcomes.
• Payment Infrastructure. Oversee all inbound and outbound payment flows (card, IBAN), monitor processing fees, manage reconciliation, maintain P&L for payments, and expand the partner network to increase geographic coverage.
• Fraud & Risk Management. Own fraud rate and chargeback metrics, configure and maintain rules in anti-fraud systems (SIFT and equivalents), and lead the analysis and mitigation of fraud across card and on-chain transactions.
• Custody & Asset Security. Maintain operational control over custodial risk, manage cold/hot wallet balances, own withdrawal procedures, and drive real-time incident response protocols.
• Liquidity & Market Risk. Select and manage liquidity providers, model liquidity requirements across product lines, hedge user-facing operations, and oversee client EARN position management.
• AML/KYC & Compliance. Ensure operational alignment with AML/KYC requirements across all active markets; partner with Legal and Compliance on regulatory reviews and policy implementation.
• Data Analytics & Reporting. Drive core business metrics (revenue, retention, product KPIs), own cohort analysis, prepare investor reporting packages, and prioritize the analytics team’s roadmap.
• Retention & CRM. Partner with the CRM team on re-engagement campaigns, manage cohort targeting, design and evaluate in-app engagement mechanics, and oversee the Discovery product area.
• Customer Support Operations. Build information-sharing workflows between Support and external partners, enforce SLA adherence, and own incident response procedures for user-facing issues.
• Cross-Functional Leadership. Align Product, Engineering, Marketing, Payments, and Compliance around shared goals; remove execution blockers; and ensure the product roadmap is delivered on time and within revenue targets.
• Scaling & Operational Excellence. Institutionalize best practices as the company grows, mentor functional managers, and proactively manage operational risk in a high-velocity environment.
   

Key Metrics

• Payments. Chargeback rate, payment approval rate, payment P&L
• Risk. Fraud rate, incident response time, custody loss = 0
• Product. Retention by cohort, DAU/MAU, EARN volume
• Operations. Support SLA, alert response time, OKR execution rate
   

RequirementsExperience

• 5+ years in an operations leadership role at a fintech, crypto, or payments company
• Proven track record of managing cross-functional teams of 10 or more
• Hands-on experience with custodial and/or self-custody wallet products
• Experience building operational processes from the ground up or overhauling existing ones at scale
• Background working with anti-fraud systems, payment processors, and AML compliance programs
   

Hard Skills

• Solid understanding of blockchain infrastructure and the mechanics of on-chain transactions
• Familiarity with card payment schemes: Visa/Mastercard chargeback rules, IBAN processing, acquiring
• Risk management across market risk, custody risk, and operational risk
• Comfortable working independently with SQL and BI tools for data analysis
• Working knowledge of AML/KYC regulatory frameworks (FATF, MiCA, VASP licensing)
   

Soft Skills

• Systems thinker: sees the full process, not just their slice of it
• Strong sense of ownership that extends beyond formal scope
• Ability to drive cross-functional alignment without direct authority
• Data-driven decision-making under ambiguity and incomplete information
• Experienced in mentoring and developing a team of functional managers
• Proven ability to prioritize effectively when facing competing demands and rapid change
   

Education

Bachelor’s degree or higher in Finance, Economics, Computer Science, or a related field. An MBA is a plus but not required.
 

Nice to Have

• Experience navigating regulatory licensing processes: VASP, MiCA, or EMI
• Familiarity with DeFi protocols and self-custody UX patterns
• Experience with liquidity providers and derivatives for hedging purposes
• Experience scaling a product across 3 or more jurisdictions simultaneously
• Professional certifications: CAMS, PMP, or CFA