Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionWe are seeking a Head of Business Operations to serve as the regional operational engine and strategic lead for Wise Platform in North America. In this high-visibility leadership role, you will step into a critical environment to transform regional partner operations, turning and keeping operational metrics consistently "green" and transitioning manual workflows into automated infrastructure. Your role entails balancing high-level regional strategy with hands-on execution. You will drive cross-functional alignment across product, compliance, and core servicing teams (KYC, Support, Payment Operations), directly lead an established Partner Operations team, and partner with commercial leads to scale operating models for new banking and enterprise partners.
Responsibilities
Regional Operational Governance & Turnaround: Own regional servicing performance and SLAs across North America, performing deep-dive diagnostic assessments to isolate root causes and restore distressed partner operations.
Cross-Functional Influence Without Authority: Establish matrix leadership over non-direct reporting servicing domains (Payment Operations, Enterprise Support, KYC/FinCrime, Compliance) to align roadmaps, capacity planning, and SLA prioritization.
Product & Engineering Alignment: Build rigorous, data-driven ROI business cases comparing operational capacity trade-offs against engineering hours to convince Product teams to automate systemic operational bottlenecks and case-routing flaws.
Customer Success Management: Directly lead, mentor, and scale an established team of 4–5 Partner Operations Managers, steering regional operations away from reactive firefighting toward structured, long-term scalable partnerships.
Commercial Integration & Scaling: Partner with regional Commercial, Deal-Flow, and Delivery teams to build scalable operational frameworks and incubate setups for new enterprise clients and platform feature launches.
Incident & Escalation Management: Serve as the senior operational escalation point for Tier 1 bank partners during high-stakes situations, structuring post-mortems and preventative frameworks to systematically eliminate repeating operational failures.
8+ Years of Fintech & Payments Operational Leadership: Proven track record of managing and scaling operations within fintechs, regulated financial services, or tech corporations housing a dedicated payments arm.
Proven SLA & Metric Turnaround: Documented experience independently owning complex operational KPIs (resolution time, handling time, quality scores) and executing turnarounds from "red" to "green".
Matrixed Leadership Across Regulated Domains: Demonstrated ability to navigate matrix organizations and drive operational alignment across non-direct reporting teams (technical KYC, FinCrime, Compliance, Product) without direct line authority.
Data Literacy & Business Case Modeling: Proficiency with data analytics dashboards and spreadsheets to conduct cost-per-service analyses and build persuasive ROI cases for Product and Engineering investment.
Enterprise Partner Depth & Incident Management: Deep operational experience handling high-stakes enterprise/banking relationships, backend payment workflows, cross-border infrastructure, and structuring root-cause post-mortems.
Strategic & Methodical Problem-Solving: Ability to cut through operational noise, maintain long-term platform strategy, and establish scalable operating frameworks amid day-to-day business-as-usual noise.
This is a hybrid position located in Austin, Texas, and not fully remote (minimum 3 days at office).
Interested? Find out more:
👋 Wise Platform: who we are, what we do
👀 How we work: a practical guide
⚙️ The Wise Tech Stack, 2022 Edition
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Skills Required
- 8+ years of fintech and payments operational leadership experience
- Experience managing and scaling operations in fintech, regulated financial services, or technology companies with payments operations
- Proven experience owning complex operational KPIs and turning distressed performance from red to green
- Experience driving alignment across matrixed KYC, FinCrime, Compliance, Product, and technical teams without direct authority
- Proficiency with data analytics dashboards and spreadsheets for cost-per-service analysis and ROI business cases
- Experience managing high-stakes enterprise or banking relationships, backend payment workflows, and cross-border infrastructure
- Experience structuring root-cause post-mortems and preventative operational frameworks
- Strategic and methodical problem-solving skills in complex operational environments
- Ability to work in a hybrid position in Austin, Texas, with at least three office days per week
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
