Senior Director, Operations

At least 15+ years of customer and merchant servicing, fraud operations, and strategic workforce management experience, preferably at B2B2C companies in a complex operational environment. Experienced in engaging with executives, board members, and regulators. Demonstrated ability to consistently develop a comprehensive strategy. Led a team of 100+ operational individuals with proven experience scaling and building teams. Extremely data-oriented and analytical. Strategic and dynamic mindset to drive strategy. Results driven, forward thinking mindset with ability to problem-solve complex issues. Thrives in a fast-paced and innovative environment. Experience in high-growth, technology driven companies, with financial services or regulated industries preferred.

Define strategic roadmap and set servicing expectations. Incorporate strategy into business strategy and OKRs. Enable accurate performance monitoring with alerting and remediation. Drive business growth through effective servicing tools. Oversee and optimize operational outcomes for customer experience. Partner with Engineering, Analytics, Product, Finance, Legal, and Compliance. Develop a high-performing and diverse team. Systematically handle servicing and fraud operations for consumers and merchants.