Business Operations

About Bridge

Bridge is a rapidly growing business with a significant operational footprint that includes compliance and risk operations, payment operations, customer support, and more. We aim to transform our operations into a powerful accelerator of growth. We are focused on enhancing various aspects of our operations such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

Job Description

We are seeking someone to join our Business Operations team. In this role, you will be working across our operations team such as Compliance, Developer Support, Payment Operations, Card Operations and more. You will help us gain a deeper understanding of our operations, identify opportunities for improvement, and drive initiatives that enhance efficiency and effectiveness.

Key Responsibilities

• Develop Operational Metrics:

  • Create and implement success metrics for each operational team, including actuals and forecasts of interaction volumes, quality/error rates, service level agreements (SLAs), response and resolution times, and unit economics.

  • Establish a robust framework for measuring operational performance and identifying areas for improvement.

• Insight Generation and Strategy:

  • Analyze data to deliver insights into operational trends, informing automation and product development strategies.

  • Identify and report on trending support issues to aid in feature prioritization.

  • Provide actionable insights into developer usage patterns to inform proactive outreach and improve customer engagement.

• Process Optimization:

  • Evaluate existing operational processes to identify opportunities for acceleration, simplification, and quality improvement.

  • Recommend and implement process enhancements to address inefficiencies, reduce risks, and improve overall operational effectiveness.

• Cross-Functional Collaboration:

  • Work with Developer Support to analyze response and resolution times, identifying patterns that inform staffing and resource allocation.

  • Partner with Compliance and Risk teams to understand regulatory requirements and ensure operational processes meet compliance standards.

• Customer and Market Engagement:

  • Interact with existing customers to gather feedback on their experiences, pain points, and suggestions for improvement.

  • Stay informed about industry trends, especially in the stablecoins space, including market players and regulatory landscapes.

• Initiative Leadership:

  • Independently lead initiatives based on data-driven insights, aiming for measurable results such as increased conversion rates or reduced error rates.

  • Drive projects from conception through implementation, monitoring outcomes and adjusting strategies as needed.

Qualifications

• Experience:

  • Experience in analytics, operations, or a similar role within a fast-paced environment.

  • Experience working in fintech or with compliance-related operations is highly desirable, but not required.

• Skills:

  • Strong analytical skills with the ability to interpret complex data sets and translate them into actionable strategies.

  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.

  • Strong project management skills, including the ability to lead initiatives independently.

  • Familiarity with compliance procedures (KYC and KYB) and risk management practices.

• Knowledge:

  • Understanding of operational processes in areas such as Sales, Support, Account Management, Compliance, and Risk Management.

  • Knowledge of the stablecoins market and current industry trends is a plus.