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Lead a cross-functional tribe to own AI-powered support and self-service platforms, knowledge infrastructure, support tooling, and the product-feedback loop. Drive build-vs-buy decisions, measure contact reduction and support metrics, track launch impact, and hire/develop Product Builders. Ensure technical architecture, API design, observability, and alignment with Product, Engineering, GTM and Support leadership.

Monitor payment flows and KPIs across PSPs, manage incidents end-to-end in Jira, perform root-cause analysis, maintain runbooks, coordinate with internal teams and vendors, produce KPI and vendor performance reports, and use AI tools to streamline operations and surface anomalies.

The Fintech Strategy & Operations Associate will coordinate cross-functional fintech initiatives, develop execution plans, and drive strategic projects while analyzing data and improving processes.