The Opportunity:

As Operations Manager, you will lead the team responsible for customer transactions, account verification, and customer care, building trust and satisfaction while meeting regulatory standards. You will also define operational strategy, optimize service delivery, and drive performance to ensure excellent service and compliance through strategic planning and risk management.

Key Responsibilities:

• Collaborate with top management to develop and execute operational strategies aligned with the company’s goals and objectives
• Build and lead a high-performing team by establishing clear goals, implementing effective talent strategies (recruitment, development, management, and retention), and ensuring achievement of all targets, KPIs, and SLAs.
• Lead, mentor, and develop the Operations team performance, fostering a collaborative and high-performance work environment aligned with company direction and purpose
• Manage to streamline day-to-day operations including transaction fulfillment, and user account management to ensure smooth and efficient workflow across teams
• Ensure and develop standard operating procedures (SOPs) align with company policies, procedures, and regulations to implement comprehensive risk management strategies to minimize operational disruptions
• Conduct performance evaluations, provide constructive feedback, and implement training programs to enhance team capabilities
• Utilize data-driven insights to identify trends, opportunities, and areas of improvement
• Oversee the recruiting and performance evaluation of the Operations team, including optimizing resource distribution to maximize efficiency and meet company goals
• Determine the projects for the Operations team to collaborate with cross-functional teams to improve the overall operational work processes, and tools and identify opportunities to optimize customer experience that increase customer satisfaction and improve the company products
• Prevent and resolve conflicts among the Operations team and other teams to maintain a productive work environment
  

Qualifications:

• Bachelor’s degree in any related field
• Minimum 7 years of experience in Operations management with a minimum of 5 years of experience in a supervisory role
• Excellent in managing and leading multicultural and diverse teams with a proven track record in effective team leadership and management
• A strong leader who effectively handles critical situations with a good mindset in people development, leadership qualities with excellent communication, mentoring, task-delegation, coaching, conflict resolution, and interpersonal skills
• Strong background in identifying, assessing, and mitigating operational risks
• Solid understanding of core digital currency operations, including trade execution, settlement, wallet management, and custody procedures.
• Solid foundation in data, root cause, and learning-need analysis by using various data sources.
• Ability to leverage data and analytics to measure operational performance, identify areas for improvement, and make data-driven decisions.
• Forward-thinking mindset, with the desire to leverage technology to improve operational tools and systems
• Excellent verbal and written communication skills in both Thai and English
• Experienced in cryptocurrency, banking, online payments, exchanges, or trading business within the Operations or Customer Support field (A must)

What You’ll Get:

• Career Growth & Development: Opportunities to develop and expand your skills within our Operations and Customer Support teams
• Dynamic & Supportive Environment: Work alongside a team of passionate, talented professionals who are dedicated to innovation and customer success
• Competitive Compensation & Benefits: Enjoy a competitive salary, comprehensive benefits package, and additional perks that support your well-being and work-life balance
• Recognition & Impact: Your contributions will make a tangible impact on both customer satisfaction and the company's success, with opportunities for recognition and advancement

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.

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