Director of Operations

Skills

About the Role

You will develop and scale operational strategy, structures, and processes for a growing global business. You will oversee regulated operations, manage risks and controls, improve customer experiences, and use data, automation, and AI to increase efficiency. You will lead operational vendors, partner with Product, Engineering, Compliance, Legal, ICT, and Security, and build a high-performing Operations organisation. You will also provide operational reporting to executive leadership and relevant Boards.

Requirements

• 8+ years of experience in Operations, Customer Operations, Business Operations, or a related function
• Senior leadership experience
• Experience building or scaling operations in a high-growth consumer technology, fintech, or financial services business
• Experience across regulated and unregulated business activities
• Experience delivering customer experiences at scale
• Experience designing scalable processes and operating models
• Knowledge of technology, automation, and AI for operational efficiency
• Experience establishing KPIs, analysing performance, and prioritising improvements using data
• Experience working with Product, Engineering, Compliance, and cross-functional teams
• Understanding of operational and governance requirements for regulated financial services, including complaints, operational risk management, and regulatory accountability
• Experience as a PCF-42 or in a similar regulated position
• Crypto or Web3 experience is strongly preferred but not essential

Responsibilities

• Develop and scale operational strategy, structures, and processes for a growing global business and customer base
• Manage the day-to-day operations, operational risks, controls, and regulatory obligations of Push Virtual Assets Ireland Ltd as PCF-42
• Identify operational bottlenecks, inefficiencies, and risks and implement improvements
• Ensure high-quality customer experiences across onboarding, support, and issue resolution
• Own the Group complaints management framework and adjudicate complaints within the Irish regulated entity
• Use tooling, automation, and AI to reduce manual work and improve customer and internal-team experiences
• Define and monitor operational KPIs and translate insights into actions and priorities
• Bring operational and customer insights into product development and product-launch readiness
• Manage operational vendors and service providers
• Partner with Compliance and Legal to meet regulatory requirements
• Oversee operational resilience, incident management, and business continuity with ICT and Security
• Hire, coach, and develop the Operations organisation
• Provide operational reporting to executive leadership and relevant Boards

Hiring Process

1. Talent Screening, 2. Craft Task, 3. Meet your manager, 4. Meet the team, 5. Receive your offer