Senior Customer Operations Manager

12+ years of experience in international operations, global service delivery, or scaling complex, regulated businesses; fintech or financial services strongly preferred. 7+ years in leadership roles, including building teams and functions from scratch and leading globally distributed teams. Proven experience establishing international servicing operations including BPO vendor management, workforce strategy, process, training, and quality assurance. Strong vendor management acumen: negotiating contracts, holding partners accountable, and driving high performance across regions. Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner. Track record of delivering operational excellence at scale—balancing customer satisfaction, regulatory adherence, and cost efficiency. Demonstrated success in navigating regulatory landscapes across multiple markets. Executive-level influence: skilled at presenting insights, shaping strategy, and driving alignment at the most senior levels. Thrives in a fast-paced environment with constant change and a rapidly growing team. Makes measured, objective, data-driven decisions. Forward-thinking mindset with the ability to problem-solve complex issues to drive shared goals and outcomes across internal and external teams. Ability to operate as both a strategist and executor, comfortable shifting from long-term planning to in-the-weeds problem solving. Experience building customer-obsessed teams that elevate the end-user experience in every market served. Willingness to travel globally (30–40%) to support market launches, vendor oversight, and team development.

Establish international delivery function, including organization design, vendor roles, and operational playbooks. Define and own the roadmap for international operations and expansion. Oversee daily operations through augmented staff and BPO vendor delivery. Proactively identify regulatory, reputational, and operational risks in international markets. Collaborate with Product, Engineering, Risk, and Commercial teams to design market-ready servicing solutions. Attract, inspire, and retain world-class talent across geographies. Negotiate and manage vendor contracts (BPOs, captive as a service partners).