Associate Director, Operations Strategy

The posting, as Airwallex wrote it

ABOUT AIRWALLEX

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.

HOW YOU'LL MAKE IMPACT

Airwallex’s US Operations organization has expanded across Operations Strategy, Client Enablement, Onboarding Operations, Customer Support, and Financial Partnerships Operations. You’ll provide senior strategic and people leadership to scale the Americas operational backbone across financial operations, enterprise customer readiness, client enablement, and process improvement.

• Own financial operations workstreams across payment and deposit investigations, settlement exceptions, banking-partner escalations, recalls, wallet adjustments, and transaction exception handling across Americas platforms.
• Drive client enablement by partnering with Commercial teams to configure customer accounts, enable products and capabilities, manage non-standard pricing, and resolve operational onboarding issues that block revenue activation.
• Build repeatable enterprise-readiness processes that coordinate go-live checklists, operational readiness reviews, support models, payment configuration, billing, pricing, and post-sale handoffs.
• Improve operational performance by redesigning SOPs, increasing straight-through processing, strengthening incident and escalation frameworks, managing partner migrations, and building operational controls.
• Align Product, Engineering, Financial Partnerships, Commercial, Customer Support, Solution Engineering, and Onboarding Operations around shared outcomes, including issues that require influence without direct authority.
• Lead, coach, and develop an operations team by setting clear objectives, running performance calibrations, and building a culture of accountability and continuous improvement.

You’ll work from our San Francisco office

WHAT WE'RE LOOKING FOR

ESSENTIALS

• Eight or more years of experience in operations, strategy, or program management within a fast-growing technology, fintech, or payments company, or at a top-tier strategy or management consulting f

[…]
product, compliance, and customer experience. The problems are rarely simple: balancing speed with rigor, global consistency with local reality, and immediate execution with the stronger systems a growing company needs next.

It's a function for operators with a builder mentality: trusted to take ownership, work cross-functionally with product and risk, and create new processes for things that have not existed before.

If you want to help build the operational backbone of a global financial platform, this is work that keeps the whole machine moving.

APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.

EQUAL OPPORTUNITY

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.