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 payment 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.