Head of Consumer Operations

Overview

In this role you will own the end-to-end consumer money movement for fiat and crypto, scaling operations to support millions of users. You will lead a high-performing team, partner with Compliance, Treasury, Product and Engineering to ensure fast, reliable, and trustworthy operations. You’ll drive readiness for new products and geographic expansions, transforming processes to handle growth in a regulated environment. This is a hands-on, cross-functional leadership role with a strong impact on customer experience and financial resilience.

Pay / Benefits

• equity
• London office with in-office presence four days per week
• remote work up to 20 days
• learning & development budgets
• Unlimited vacation policy
• Apple equipment

Responsibilities

• Own end-to-end consumer money movement operations (deposits, withdrawals, settlements, reconciliation) across fiat and crypto at scale
• Define and manage SLAs for operational metrics (withdrawal processing time, transaction success rate, dispute resolution)
• Develop SOPs and a control framework including segregation-of-duties and audit-readiness
• Build and scale a consumer operations team (reconciliation, asset movement, support ops) and plan for outsourced functions as volume grows
• Own incident response for operational disruptions and establish customer communication protocols
• Drive operational readiness for new product launches and geographic expansions with Product, Compliance, and Engineering
• Implement scalable processes and automation to reduce manual reconciliation and improve efficiency
• Partner with Compliance for AML/KYC controls, own fraud-loss and dispute metrics
• Collaborate with Treasury on liquidity and cash positioning, align with funding strategy
• Oversee vendor management for payment processors and banking partners, monitor uptime and costs
• Analyze data to drive strategic decisions and continuous performance improvement

Key requirements

• 10+ years in financial/payments/treasury operations
• 4+ years in a senior leadership role
• Experience managing fiat and cryptocurrency money movement at scale
• Proven track record leading ops teams through rapid growth and managing in-house and outsourced models
• Strong AML/KYC/fraud prevention knowledge with Compliance collaboration
• Experience partnering with Treasury on liquidity and banking relationships
• Proven ability to drive readiness for product launches and market expansions in regulated environments
• Vendor management experience with payment processors, banking partners, or crypto platforms
• Strong analytical skills to translate data into metrics and strategy
• Excellent cross-functional leadership and communication skills
• Experience in fast-paced, regulated, crypto/digital-asset environments

• cross-functional leadership
• clear communication
• strategic thinking
• AML/KYC frameworks
• fraud prevention
• risk management

…