Job detail for Head of Business Operations (North America)

• Location:Austin, New York
• Type:Permanent
• Job#16905

Head of Business Operations (North America)

Global Payment Service Provider | North America

About the company

Our client is a fast-growing, global payment service provider building modern payments infrastructure for consumers and businesses. Alongside its own customer-facing products, it powers payment services for a growing network of B2B partners, including banks, fintechs and enterprises, who build on its platform to serve their own customers.

The role

As Head of Business Operations for North America, your mission is to enhance and scale servicing and operations for the company's platform partners. You will lead the regional operational strategy, making sure the servicing model meets partner expectations and scales in line with the company's growth.

What you will do

This senior leadership role balances high-level strategy with hands-on execution across several functional areas. Your focus will be threefold:

• Own servicing and operational KPIs. You will own servicing and operational success in the region, working with cross-functional teams to fix structural problems, or building operations from scratch for new partnership types or products.
• Lead partner success. You will own partners' operational success, making sure their KPIs and SLAs are stable and consistently on target.
• Influence without authority. You will influence and indirectly lead the operational teams in the region, making sure they are set up to perform well, have enough capacity, consistently meet KPIs, and prioritise the right work for partners.

Why this role

• Autonomy. Rather than being told what to do, you'll work with your team to create your own vision, with the freedom to make your own calls and the support of experienced colleagues across the business.
• Leadership growth. You'll grow and inspire cross-functional teams spanning customer success, servicing and operations.
• Breadth of exposure. You'll see the full depth of product and servicing operations, including customer support, financial crime, regional expansion and new product launches.
• Impact. You'll join a business that is scaling quickly and reshaping how its partners deliver payments to their customers.

What we're looking for

• 5+ years in a broad role at an innovative company in the payments ecosystem, driving large projects to completion

• A track record in senior operational leadership within fintech, financial services or technology, working across people, processes and products

• Proven ability to execute at a high level in customer service and servicing environments

• A genuine passion for customers, with empathy that drives your decisions

• An entrepreneurial, hands-on approach, with experience delivering high-impact solutions end to end in data-driven environments

• Fluency with data, spreadsheets and analytics dashboards; SQL and Python preferred

• Comfort working through large volumes of qualitative data, such as customer contacts, operational cases and side-by-side sessions

• The ability to work across time horizons: translating partner requirements into a servicing model, setting long-term strategy and 6-month plans, and keeping teams accountable day to day

• Knowledge of the North American market, including local regulation, culture and ways of working

• Strong change management skills, with the ability to adapt to evolving business needs and deliver great support within resource constraints

• An analytical approach to building and executing against KPIs and improving SLAs

• A clear playbook for prioritising work, communicating impact and building a roadmap the team can rally behind

• A methodical approach to problem solving that gets to root causes and supports sound risk assessment and mitigation

• The ability to influence people without formal authority

• See All Jobs