Product Operations Manager

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.

Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.

The Product Operations Manager is the "glue" between Product, Technology, and Global Sales/Service. You are responsible for driving operational excellence through high-quality Level 1 technical support and the strategic adoption of AI-driven workflows. By understanding the deep connections between our product systems and business functions, you resolve immediate technical challenges while building the data-driven insights needed to optimize the global user experience.

What you'll do:

Incident Management & Service Delivery

• Global Incident Response: Execute a globally scaled response process to minimize service disruptions and maintain a seamless customer experience across all time zones.
• Triage & Resolution (L1 Support): Act as the primary point of contact to monitor, triage, and prioritize client issues. Perform initial technical diagnoses to resolve issues operationally or provide high-quality documentation for engineering escalations.
• AI-Enhanced Support: Deploy and manage AI Agents to automate initial triage, synthesize complex ticket data, and provide instant resolutions for common technical queries.
• Escalation Pathing: Adhere to and enforce escalation protocols for high-impact issues, ensuring that critical bugs reach the right engineering squads with all necessary diagnostic data.
• SLA Stewardship: Uphold rigorous service level agreements (SLAs), ensuring global operational teams receive responsive, world-class technical support.

Operational Lifecycle & Process Optimization

• Feedback Loop Management: Facilitate the product feedback loop by capturing frontline technical insights to inform launch readiness and post-launch support requirements.
• Domain Expertise: Maintain and optimize processes within core financial domains, including Payments, Cards, and Treasury, ensuring product systems support these complex workflows.
• AI Agent Integration: Identify and scope opportunities for AI Agents to take over high-volume, repetitive L1 tasks, reducing manual overhead for the global team.
• Tooling & SOPs: Maintain and optimize incident management tools (e.g., Jira, Salesforce) and internal playbooks to ensure Standard Operating Procedures (SOPs) stay current with product updates.

Product Insights & Continuous Improvement

• Operational Health Tracking: Use support data to provide actionable insights into product performance and identify areas where L1 efficiency can be improved.
• Trend Analysis: Analyze support ticket volume and client friction points to identify recurring themes, helping Product teams prioritize long-term fixes over short-term patches.
• Dashboarding: Build and maintain real-time reports and dashboards to visualize ticket trends, AI deflection rates, and resolution health for stakeholders.
• Knowledge Management: Develop and curate a comprehensive internal knowledge base to empower global teams with the latest product technical documentation.

Cross-functional Collaboration

• Workflow Alignment: Ensure clear communication across departments as you implement new AI-supported support workflows and system changes.
• Global Coordination: Collaborate daily with distributed delivery and product teams to bridge the gap between technical issues and business operational efficiency.

What you bring:

• Bachelor's degree in relevant field, with high academic achievement
• 5+ years in Product Operations, Technical Support Engineering, or a related technology-driven role, with a track record of supporting complex, multi-layered products.
• Strong ability to diagnose root causes across product systems, distinguishing between front-end user errors, operational process gaps, and deep-seated engineering bugs.
• Proven experience or a high-level aptitude for scoping and scaling Agentic AI or intelligent automation to handle high-volume support tasks and improve response times.
• Comfortable navigating large datasets to identify support trends, monitor SLA performance, and build dashboards that translate ticket volume into actionable product insights.
• Excellent interpersonal skills with the ability to influence and align with diverse stakeholders (Product, Engineering, Sales, and Support) across different time zones.
• Prior experience in Foreign Exchange (FX), Payments, Cards, or Treasury is highly preferred, specifically regarding the underlying technical workflows of these domains.
• Hands-on experience with the Atlassian Suite (Jira, Confluence) and ROVO Chat. Proficiency in using these tools to manage incident lifecycles and internal knowledge.
• Experience building and maintaining structured knowledge management systems (SOPs, FAQs, and Playbooks) that empower both automated AI agents and human teams.
• A motivated self-starter who thrives in a fast-paced global environment and can operate independently while staying deeply connected to the team’s collective goals.

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

We may use artificial intelligence (AI) tools to support certain stages of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by humans. While our Applicant Tracking System (ATS) includes AI features, we do not rely on the features to review or assess resumes against job requirements. All resumes are manually reviewed by our hiring team.

#LI-Hybrid

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.