Responsibilities :

• Oversee daily operations duties including but not limited to processing transactions, account verifications, and overall customer’s asset
• Work closely with the COO, determine values and mission, and plan for short and long-term goals
• Supervise operations team to ensure operational excellence and excellent customer services
• Develop and maintain 3rd party integrations to introduce new tooling solutions into our existing infrastructure
• Manage the recruiting, training, and performance evaluation of operations personnel to ensure an effective team
• Determine staffing requirements, work assignments, and schedules for side projects
• Generate operational reports for COO and management as needed
• Develop and maintain operational procedures and guidelines for the team
• Communicate all operating policies and/ or issues at team meetings
• Address operational issues and concerns in a timely fashion
• Evaluate current operational strategies and recommend improvements
• Collaborate with cross-functional teams in improving the operational tools and systems
• Communicate with the legal counsel and safety department to ensure all processes remain compliant with the SEC and other governmental regulations

Qualifications :

• Bachelor’s degree in any related field
• Minimum 5 years of experience in Customer Experience or related functions in the management level
• Strong English communication skills
• Able to manage multicultural and diverse teams
• Strong understanding of training or operations development tools and concepts
• Solid foundation in data analyzation, root cause, and learning-need analysis by using various data sources
• Strong mindset in people development
• Project management and planning skills
• Strong mentoring and coaching skills
• Strong leadership qualities with excellent communication and interpersonal skills

Nice to have :

• Experience in any of the following industries: Banking, Online Payments, Cryptocurrency, or Exchanges
• Years of experience in Operation or Customer support position
• Work experience in a high-growth startup or tech company
• General understanding of KYC/AMLO requirements

Remark: Given the nature of the mentioned position, where employees are involved with customer data and asset values, and/ or the company, to comply with legal and regulatory standards established by the Securities and Exchange Commission, as well as to align with laws and overseeing agencies, the company requires a criminal background check as part of the post-interview process before joining the company. Your criminal history information will be retained for a period of 6 months from the start date.