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Airwallex is a unified payments and financial platform serving over 250,000 global businesses including Brex, Navan, Qantas, and SHEIN. The company operates across 27 offices globally with 2,300+ employees and is valued at $11 billion, backed by leading investors including Sequoia, Visa, Mastercard, and T. Rowe Price.
As Associate Director of Operations Strategy, you will lead the operational backbone of Airwallex's Americas business, overseeing financial operations, client enablement, enterprise customer readiness, and process improvement initiatives. You will manage a team responsible for resolving complex payment and settlement exceptions, enabling commercial teams to configure and launch customers rapidly, and ensuring enterprise clients transition from contract signature to live production with minimal friction.
Key responsibilities include: leading financial operations workstreams (payment investigations, settlement exceptions, banking-partner escalations, transaction exception handling); driving client enablement through account configuration, product enablement, and onboarding issue resolution; owning enterprise customer readiness including go-live coordination, operational readiness reviews, and post-sale handoffs; improving operational processes through SOP redesign, straight-through processing optimization, and control strengthening; and cross-functional collaboration with Product, Engineering, Financial Partnerships, Commercial, and Customer Support teams.
You will lead, coach, and develop operations professionals, set clear objectives, run performance calibrations, and build a culture of accountability and continuous improvement. This role reports directly to the Head of Operations, US and offers significant scope to shape how operations scales across the Americas region.
Required: 8+ years in operations, strategy, or program management at high-growth tech/fintech/payments companies or top-tier consulting firms; 2+ years of people management experience building and developing high-performing teams; exceptional stakeholder management and cross-functional influencing skills; strong analytical and data-driven problem-solving abilities; excellent communication and presentation skills for both technical and executive audiences; self-starter mentality with ability to identify and prioritize initiatives independently.
