Operations Strategy Leader

About the role

Airwallex is the only unified payments and financial platform for global businesses. We empower over 250,000 businesses worldwide, including Brex, Rippling, Navan, Qantas, SHEIN, and many others, with fully integrated solutions to manage business accounts, payments, spend management, and treasury, as well as embedded finance at a global scale. Founded in Melbourne, we have a team of over 2,300 tech-savvy professionals across 27 offices globally. Valued at US$11 billion, we are backed by leading investors like T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital. Join us to do the most ambitious work of your career.

Attributes We Value

• Successful builders with founder-like energy
• Real impact, accelerated learning, and true ownership
• Strong role-related expertise and sharp thinking
• Motivated by our mission and operating principles
• Moves fast with good judgment, digs deep with curiosity, and makes decisions from first principles
• Humble and collaborative
• Turns zero-to-one ideas into real products
• “Gets stuff done” end-to-end
• Uses AI to work smarter and solve problems faster

About The Team

We are building a brand-new Customer Insights function within Operations Strategy. As an early, foundational hire, you'll help establish a global insights capability that partners with Product, Sales, Marketing, Commercial, Strategy, and Executive leadership to make Airwallex a truly customer-obsessed company.

What You’ll Do

As Senior Manager, Operations Strategy, you'll roll up your sleeves to interview customers, run surveys, analyze data, and deliver clear, executive-ready recommendations. You'll help define the insights strategy that serves as the company's source of truth for customer and competitive intelligence. You'll partner with senior stakeholders to answer the company's most important questions and shape product, go-to-market, and investment decisions—while helping lay the foundations for a high-performing insights team.

Responsibilities

• Design and implement best-in-class user research methodologies, including customer interviews, surveys, and VoC programs.
• Conduct qualitative and quantitative research to capture the full spectrum of customer experience and competitive dynamics.
• Lead customer segmentation, persona mapping, and win/loss analysis to understand why customers choose, expand with, or leave Airwallex.
• Analyze and synthesize customer and market feedback, identifying key trends and actionable insights to inform product and business strategy.
• Help establish governance, metrics, and repeatable processes for a trusted customer intelligence function.
• Build and maintain dashboards and reporting tools to monitor key customer experience and competitive metrics.
• Ownt executive-ready outputs including regular briefings and quarterly insights reports for leadership.
• Present findings and recommendations to senior management in a clear, compelling manner.
• Collaborate with cross-functional teams across Product, Engineering, Commercial, and GTM to ensure customer insights are integrated into product and service improvements.
• Support the hiring and development of analysts and researchers as the team scales.

Who You Are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

• 8+ years of relevant experience in management consulting
• Proven expertise in designing and executing research methodologies, including customer interviews, surveys, and data analysis
• Strong analytical skills with the ability to synthesize qualitative and quantitative signals into clear business recommendations
• Experience standing up new processes or programs in fast-moving, ambiguous environments
• Strong stakeholder management skills; comfortable partnering with Product, Sales, Marketing, Ops, and senior leaders
• Proficiency with research and analytics tools such as Qualtrics or Typeform, and familiarity with BI platforms like Looker or Databricks