Senior Operations Manager

We’re revolutionising the supply chain and financial foundations of the $800bn global drinks industry by building a platform that will change the way that commerce is executed forever!
We've just secured our Series A funding and are proud to be part of Notion Capital's portfolio. We've already influenced immense change in the UK markets and have personally already seen tremendous growth, with over £250 million of product transacted through the platform and increased annual sales by 1,000% since early 2023.
To date we're proud to say that we've deployed over £500m of funding in support of UK wine and spirits producers. As we look to expand our offering globally we're looking for ambitious builders that want to change an industry and be part of the journey with us.
We're first to market and intend to stay ahead of the game! In short, it's the perfect time to join as we aim for unicorn and beyond 🚀

The role

As a Senior Operations Manager (US), you’ll be our first operations hire in the United States, based in Houston. Reporting to the Head of Operations in the UK and working closely with our Chief Legal Officer (CLO) / Director of the Americas and Head of Commercial (US). You’ll own day-to-day operational execution and client support, while helping scale central processes with our UK hub. This is a cross functional role where you’ll partner closely with Product & Tech, as well as Onboarding and Customer Success, to build a strong operating foundation from 0 → 1.

Key responsibilities

Operational ownership (0 → 1 build)

• Establish and run US operations processes, controls, and SLAs, creating scalable workflows from the ground up.

• Serve as the operational point person for US clients and internal stakeholders as the business expands.

• Partner with the UK hub to scale, standardize, and continuously improve central processes for a growing global operation.

• Build processes and documentation to ensure we scale effectively and retain knowledge for the future.

Order processing & exception management

• Manage order processing for client shipments, covering both domestic and international orders.

• Take ownership of live incoming orders, addressing exceptions, coordinating stakeholders, and escalating issues when required.

• Navigate international customs, excise, and shipping requirements to support smooth shipment processing.

Client support & relationship scaling

• Manage daily client support queries, resolving issues quickly and professionally.

• Partner with Onboarding and Customer Success teams to support smooth implementations, drive adoption, and elevate the customer experience.

• Collaborate with the Head of Commercial (US) and global commercial teams to develop and coordinate client accounts, expand product usage, support new client initiatives and improve customer outcomes.

• Act as a trusted operational advisor to clients—particularly within corporate banking and trade finance contexts.

Reconciliations, treasury & payments

• Proactively handle reconciliations and payment matching errors, ensuring timely resolution and clean ledgers both with clients and external customers.

• Support treasury management and daily payments processes, coordinating across internal finance stakeholders.

• Manage settlement credit limits in conjunction with the Credit team.

Risk, controls & stakeholder management

• Identify operational risks (process, financial, compliance, client-impact) and drive mitigation plans with the broader team.

• Work closely with the CLO / Director of the Americas and relevant stakeholders to ensure operations align with legal/regulatory expectations.

• Partner across Ops, Risk, and Finance to strengthen controls, approvals, and audit-ready processes.

Systems, product & technical collaboration

• Identify operational challenges and collaborate with Product and Tech teams to develop and implement scalable solutions.

• Contribute to system enhancements and product development by translating operational needs into clear requirements, testing changes, and improving workflows.

Key requirements (must-have)

• Global banking experience (e.g., corporate banking ops, transaction banking, payments, trade finance operations, or related functions).

• Supply chain and trade finance experience, with working knowledge of related workflows and documentation.

• 2–5+ years experience in an operational support / operations role in a fast-paced environment.

• Strong financial literacy, including experience with accounting systems, reconciliations, settlement processes, and/or credit risk management.

• Technical proficiency and confidence working with systems, process automation, and cross-functional delivery.

• Rigorous attention to detail, strong ownership mentality, and a client-first approach.

Nice to have

• Experience operating in regulated environments and partnering closely with Risk and Finance teams.

• Familiarity with international shipping, customs/excise concepts, and cross-border settlement.

• Experience building or scaling operations in a high-growth company (especially first hire / early-stage responsibilities).

What success looks like

• US operations runs smoothly with clear processes, strong controls, and excellent client outcomes.

• Exceptions are resolved quickly, reconciliations are clean, and payments/settlements are well-managed.

• Product improvements land faster and with higher quality due to strong Ops ↔ Product/Tech collaboration.

• Onboarding and Customer Success are enabled with reliable processes and responsive operational support.

• The US and UK hubs operate as one system, with scalable central processes that support international growth.

Fero provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.