Top Operations & Support Jobs

Lead KYC and Customer Support demand governance: own intake, validate volumes, quantify FTE/cost impact, prioritize work, monitor post-launch metrics, integrate demand into capacity and financial plans, partner with executives, and lead a demand management team to build analytical and governance capabilities.

Owner of demand signal integrity for WFM: consolidate demand drivers into a Source of Truth, produce forecast-ready inputs, run SQL-backed cohort analyses and high-rigor what-if models, integrate AI/LLM automation, monitor post-launch variance, build LookML dashboards, and mentor junior team members to improve capacity planning and SLA outcomes.

Lead and grow a Sao Paulo-based Business Complaints team, ensuring fair outcomes and regulatory compliance (Ouvidoria/BACEN). Coach officers, manage KPIs/SLA performance, handle complex escalations, analyze complaint data using Zendesk/Looker, and drive cross-functional improvements and reporting.

Lead, hire and develop a Sanctions screening team in São Paulo; manage KPIs, capacity, training and quality; make policy-based decisions, support audits/regulators, collaborate with stakeholders and improve operational efficiency and automation.

Lead Central Payment Operations to reduce cost, improve resolution and defect rates, and transition the team to a hybrid human+AI operating model. Co-shape roadmap with product and engineering, ship AI-assisted workflows, build evaluation and observability foundations, grow technical leaders, and represent operations across risk, compliance, analytics, training, and audit.

Join a dynamic Operational team to manage Workforce Management Intraday functions, ensuring optimal scheduling and operational efficiency. Collaborate with stakeholders, analyze performance metrics, and implement strategies for improvement.

Lead and scale a global Sanctions Operations organization (5 Senior Ops Managers, 500+ agents). Own hiring, capacity planning, service delivery, performance management, process controls, cross-functional relationships (Compliance, Product, Analytics, Engineering), and capability development including skills mapping, training and major cross-team projects.

Lead automation and process improvements for USD/CAD payment routes, bridging Product, Engineering, and Ops. Scope and deliver mid-sized projects, build dashboards and KPIs with SQL and BI tools, mentor specialists, serve as North America SME for incidents and regulatory changes, and define SLAs to scale payment operations.

Lead and manage the WFM Operations Partner function, setting standards, coaching Ops Partner Leads, ensuring workforce decisions align with WFM principles, and serving as senior escalation for capacity, scheduling and intraday trade-offs within regulated, high-volume operations.

Lead design, deployment and ongoing testing of global KYC controls working closely with product and engineering. Use data to measure control effectiveness, drive automation and remediation, support audits, perform periodic regulatory reviews, and contribute to financial crime risk assessments while improving customer experience and operational efficiency.