Director of Business Operations - North America
Wise · Austin, Texas Metropolitan Area · 1 mo ago
HybridManagementFull-time
We need to output HTML fragment with sections only if content present. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to extract content.
Company Description: "Company Description Wise is a global technology company..." This is about company, not role. Could be "About the role"? Actually "About the role" heading is typical. The description includes mission etc. We'll put that under About the role.
Job Description: includes "More about our mission and what we offer." Then description of role. We'll put responsibilities under Responsibilities.
Qualifications: section with bullet points.
Additional Information: includes Leading at Wise, 4D framework, culture, inclusive teams. Could be under Benefits? Not exactly. Could be under Skills? Not. Could be under Qualifications? Might be extra info. Could be under "Additional Information" but we only have allowed headings. Could put under "Skills"? Not appropriate. Could put under "Benefits"? Not. Could put under "Qualifications"? Might be okay but it's not qualifications. Could put under "Responsibilities"? Not.
We could create a section "About the role" for company description and mission. Then "Responsibilities" for what you'll do. Then "Qualifications" for essential experience and additional info? Actually "Qualifications" heading is allowed. We'll put qualifications there. Then maybe "Skills" for analytical & data-driven etc? But those are part of qualifications. Could combine.
We need to avoid empty sections. Benefits, Pay, Schedule: not mentioned. So omit.
We need to use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to extract content.
Company Description: "Company Description Wise is a global technology company..." This is about company, not role. Could be "About the role"? Actually "About the role" heading is typical. The description includes mission etc. We'll put that under About the role.
Job Description: includes "More about our mission and what we offer." Then description of role. We'll put responsibilities under Responsibilities.
Qualifications: section with bullet points.
Additional Information: includes Leading at Wise, 4D framework, culture, inclusive teams. Could be under Benefits? Not exactly. Could be under Skills? Not. Could be under Qualifications? Might be extra info. Could be under "Additional Information" but we only have allowed headings. Could put under "Skills"? Not appropriate. Could put under "Benefits"? Not. Could put under "Qualifications"? Might be okay but it's not qualifications. Could put under "Responsibilities"? Not.
We could create a section "About the role" for company description and mission. Then "Responsibilities" for what you'll do. Then "Qualifications" for essential experience and additional info? Actually "Qualifications" heading is allowed. We'll put qualifications there. Then maybe "Skills" for analytical & data-driven etc? But those are part of qualifications. Could combine.
We need to avoid empty sections. Benefits, Pay, Schedule: not mentioned. So omit.
We need to use - for any list of duties/requirements/benefits. So for responsibilities list we need bullet list. For qualifications list also bullet list.
We must preserve all substantive information, not invent.
Let's extract:
About the role / Company Description:
"Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere."
Also mission etc later: "More about our mission and what we offer." but that's part of job description.
We'll combine.
Responsibilities (What You’ll Do):
- Lead the North American operational strategy, directing a matrixed footprint of over 1,000 support and servicing team members located in our European hubs (Budapest and Tallinn), while building out our local teams in Austin and São Paulo.
- Strategic Leadership: Lead the business operations organization in the region, identifying and capitalizing on opportunities to enhance efficiency and performance. Work closely with global heads to shape the future of the region, including location strategy and capacity planning.
- Team Leadership: Lead and develop a small team of high-performing BizOps managers, guiding them to execute on key operational improvements.
- Regulatory & Board Representation: Represent our operations confidently and credibly in front of regulators and our board of directors.
- Expansion and Growth: Collaborate with the North American leadership team on strategic expansion into new markets and regions.
- Talent Development: Grow and mentor local operational leaders, hire new talent, and establish effective local ways of working, including hybrid models and career growth opportunities.
- Execution in a Flat Structure: Embrace our flat organizational structure by being a leader who can both strategize and execute, getting your hands dirty to solve problems and drive projects forward.
- Accountability & Success Metrics: Your success will be measured by your ability to scale our regional operations efficiently and sustainably. While you will ultimately hold accountability for regional servicing metrics (including SLAs, efficiency targets and resolution quality), your primary focus will be on driving structural improvements. You will work in lockstep with our product teams to build forward-looking infrastructure that upgrades our operations.
- Operational Excellence: Proactively identify systemic operational vulnerabilities, lead high-impact automation projects, and drive contact deflection strategies to scale our volume without linearly scaling headcount.
- Strategic Planning: Translate product requirements into a sustainable servicing model and formulate both long-term strategies and actionable 6-month plans.
- Data-Driven Decisions: Build, track and execute against robust KPIs, using data to uncover operational insights and eliminate customer friction points.
- Location and Talent Strategy: Act as a "local office leader", owning decisions on location changes, and contributing to our hybrid work strategy. You will also provide key input into forecasting and hiring decisions.
Qualifications:
- Essential Experience: A minimum of 7+ years of experience in senior operational leadership roles within FinTech or at US banks.
- Leadership in Scale-Up Environments: A highly successful track record in senior operational leadership, with a sophisticated approach to managing people, processes, and fast-moving organizational change. You must have a demonstrated ability to execute and scale within complex, tech-driven operations or product-led servicing environments.
- Regulatory and Board Experience: Proven experience representing operations to regulators and a board of directors.
- Product Partnership: A track record of working in true partnership with product teams to build effective solutions for support challenges.
- Analytical & Data-Driven: You must be able to build and execute against KPIs and use data to solve complex problems and find insights.
- Local Market Knowledge: A strong understanding of the laws, culture, and regulations within the US market.
Additional Information (maybe under Skills? but we can put under "About the role"? Actually it's about culture and leadership framework. Could be under "Skills"? Not exactly. Could be under "Qualifications"? Not. Could be under "Responsibilities"? Not.
We could create a section "Skills" for the 4D leadership framework and cultural aspects. But the instruction: Use headings only when posting has real, specific content for it. The posting does have content about Leading at Wise, 4D framework, culture, inclusive teams. That's substantive. So we can create a section "Skills" (or maybe "About the role"?). But "Skills" heading is allowed. We'll put that content there.
Thus sections: About the role, Responsibilities, Qualifications, Skills.
We must not repeat job title as heading. Not include Job ID.
We must output only HTML fragment.
Let's craft:
About the role
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.
Responsibilities
- Lead the North American operational strategy, directing a matrixed footprint of over 1,000 support and servicing team members located in our European hubs (Budapest and Tallinn), while building out our local teams in Austin and São Paulo.
- Strategic Leadership: Lead the business operations organization in the region, identifying and capitalizing on opportunities to enhance efficiency and performance. Work closely with global heads to shape the future of the region, including location strategy and capacity planning.
- Team Leadership: Lead and develop a small team of high-performing BizOps managers, guiding them to execute on key operational improvements.
- Regulatory & Board Representation: Represent our operations confidently and credibly in front of regulators and our board of directors.
- Expansion and Growth: Collaborate with the North American leadership team on strategic expansion into new markets and regions.
- Talent Development: Grow and mentor local operational leaders, hire new talent, and establish effective local ways of working, including hybrid models and career growth opportunities.
- Execution in a Flat Structure: Embrace our flat organizational structure by being a leader who can both strategize and execute, getting your hands dirty to solve problems and drive projects forward.
- Accountability & Success Metrics: Your success will be measured by your ability to scale our regional operations efficiently and sustainably. While you will ultimately hold accountability for regional servicing metrics (including SLAs, efficiency targets and resolution quality), your primary focus will be on driving structural improvements. You will work in lockstep with our product teams to build forward-looking infrastructure that upgrades our operations.
- Operational Excellence: Proactively identify systemic operational vulnerabilities, lead high-impact automation projects, and drive contact deflection strategies to scale our volume without linearly scaling headcount.
- Strategic Planning: Translate product requirements into a sustainable servicing model and formulate both long-term strategies and actionable 6‑month plans.
- Data‑Driven Decisions: Build, track and execute against robust KPIs, using data to uncover operational insights and eliminate customer friction points.
- Location and Talent Strategy: Act as a "local office leader", owning decisions on location changes, and contributing to our hybrid work strategy. You will also provide key input into forecasting and hiring decisions.
Qualifications
- Essential Experience: A minimum of 7+ years of experience in senior operational leadership roles within FinTech or at US banks.
- Leadership in Scale‑Up Environments: A highly successful track record in senior operational leadership, with a sophisticated approach to managing people, processes, and fast‑moving organizational change. You must have a demonstrated ability to execute and scale within complex, tech‑driven operations or product‑led servicing environments.
- Regulatory and Board Experience: Proven experience representing operations to regulators and a board of directors.
- Product Partnership: A track record of working in true partnership with product teams to build effective solutions for support challenges.
- Analytical & Data‑Driven: You must be able to build and execute against KPIs and use data to solve complex problems and find insights.
- Local Market Knowledge: A strong understanding of the laws, culture, and regulations within the US market.
Skills
Leading at Wise: Our 4D leadership framework, defined by four key attributes, captures what it means to be an impactful leader at Wise. Our unique culture gives teams and individuals the autonomy to make impactful decisions for our customers. Leaders empower their teams to deliver this impact and champion our culture.
- Design: Leaders design the strategic direction, empowering their teams to operate autonomously and make data‑driven decisions that directly benefit our customers.
- Drive: They drive a high‑performing culture by acting as a coach, nurturing an environment of continuous development and growth.
- Develop: Leaders actively develop resilience and emotional intelligence to lead authentically and by example.
- Disrupt: They disrupt the status quo by championing change and innovation, constantly seeking new ways to achieve our mission.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Check we didn't include any boilerplate like EEO etc. We removed
About the role
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.
Responsibilities
- Lead the North American operational strategy, directing a matrixed footprint of over 1,000 support and servicing team members located in our European hubs (Budapest and Tallinn), while building out our local teams in Austin and São Paulo.
- Strategic Leadership: Lead the business operations organization in the region, identifying and capitalizing on opportunities to enhance efficiency and performance. Work closely with global heads to shape the future of the region, including location strategy and capacity planning.
- Team Leadership: Lead and develop a small team of high-performing BizOps managers, guiding them to execute on key operational improvements.
- Regulatory & Board Representation: Represent our operations confidently and credibly in front of regulators and our board of directors.
- Expansion and Growth: Collaborate with the North American leadership team on strategic expansion into new markets and regions.
- Talent Development: Grow and mentor local operational leaders, hire new talent, and establish effective local ways of working, including hybrid models and career growth opportunities.
- Execution in a Flat Structure: Embrace our flat organizational structure by being a leader who can both strategize and execute, getting your hands dirty to solve problems and drive projects forward.
- Accountability & Success Metrics: Your success will be measured by your ability to scale our regional operations efficiently and sustainably. While you will ultimately hold accountability for regional servicing metrics (including SLAs, efficiency targets and resolution quality), your primary focus will be on driving structural improvements. You will work in lockstep with our product teams to build forward-looking infrastructure that upgrades our operations.
- Operational Excellence: Proactively identify systemic operational vulnerabilities, lead high-impact automation projects, and drive contact deflection strategies to scale our volume without linearly scaling headcount.
- Strategic Planning: Translate product requirements into a sustainable servicing model and formulate both long-term strategies and actionable 6‑month plans.
- Data‑Driven Decisions: Build, track and execute against robust KPIs, using data to uncover operational insights and eliminate customer friction points.
- Location and Talent Strategy: Act as a "local office leader", owning decisions on location changes, and contributing to our hybrid work strategy. You will also provide key input into forecasting and hiring decisions.
Qualifications
- Essential Experience: A minimum of 7+ years of experience in senior operational leadership roles within FinTech or at US banks.
- Leadership in Scale‑Up Environments: A highly successful track record in senior operational leadership, with a sophisticated approach to managing people, processes, and fast‑moving organizational change. You must have a demonstrated ability to execute and scale within complex, tech‑driven operations or product‑led servicing environments.
- Regulatory and Board Experience: Proven experience representing operations to regulators and a board of directors.
- Product Partnership: A track record of working in true partnership with product teams to build effective solutions for support challenges.
- Analytical & Data‑Driven: You must be able to build and execute against KPIs and use data to solve complex problems and find insights.
- Local Market Knowledge: A strong understanding of the laws, culture, and regulations within the US market.
Skills
Leading at Wise: Our 4D leadership framework, defined by four key attributes, captures what it means to be an impactful leader at Wise. Our unique culture gives teams and individuals the autonomy to make impactful decisions for our customers. Leaders empower their teams to deliver this impact and champion our culture.
- Design: Leaders design the strategic direction, empowering their teams to operate autonomously and make data‑driven decisions that directly benefit our customers.
- Drive: They drive a high‑performing culture by acting as a coach, nurturing an environment of continuous development and growth.
- Develop: Leaders actively develop resilience and emotional intelligence to lead authentically and by example.
- Disrupt: They disrupt the status quo by championing change and innovation, constantly seeking new ways to achieve our mission.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Check we didn't include any boilerplate like EEO etc. We removed