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Aave Labs is seeking a Director of Operations to lead the operational function supporting its growing global business. The Aave Protocol is the world's largest and most trusted onchain lending market, connecting decentralized finance with individuals, traditional finance, and fintech.
This is a senior, hands-on leadership role responsible for building the processes, systems, and operating infrastructure needed to deliver a seamless customer experience at scale. You will sit at the intersection of Product, Engineering, ICT & Security, Compliance, Support, and the wider business, ensuring day-to-day operations are efficient, resilient, and ready to support continued growth.
The role combines group-wide operational leadership with specific regulatory responsibilities within the Irish regulated entity, Push Virtual Assets Ireland Ltd. The successful candidate will be expected to obtain approval from the Central Bank of Ireland to perform the Pre-Approval Controlled Function of Chief Operating Officer (PCF-42) and undertake responsibilities associated with Controlled Function CF-8 (Complaints Adjudication).
Key responsibilities include:
- Develop and scale operational strategy, structure, and processes to support a growing global business without compromising quality, controls, or customer experience
- Assume responsibility for operational management of Push Virtual Assets Ireland Ltd as PCF-42, ensuring effective oversight of day-to-day operations, operational risks, controls, and regulatory obligations
- Identify bottlenecks, inefficiencies, and operational risks, implementing processes and systems that improve reliability, speed, and quality
- Ensure consistently high-quality customer experience across key operational touchpoints
- Own the group's complaints management framework, ensuring appropriate identification, investigation, escalation, and resolution
- Identify opportunities to use tooling, automation, and AI to reduce manual processes and improve efficiency
- Define and monitor operational KPIs, identifying trends, risks, and opportunities
- Bring operational and customer insights into product development
- Own relationships and performance across operational vendors and service providers
- Partner closely with Compliance and Legal to ensure operational processes meet regulatory requirements
- Work with ICT & Security to oversee operational resilience, incident management, and business continuity
- Hire, coach, and develop a high-performing Operations organization
- Provide operational reporting and management information to executive leadership and relevant boards
Requirements:
- 8+ years of experience in Operations, Customer Operations, Business Operations, or a related function, with meaningful experience in a senior leadership role
- Experience building or scaling operations within a high-growth consumer technology, fintech, or financial services business
- Experience operating across regulated and unregulated business activities, with understanding of how operational requirements, governance, and controls differ
- Experience delivering customer experiences at scale, with strong understanding of how operations, technology, and support come together across the customer journey
- Track record of designing processes and operating models that can scale with significant customer and transaction growth
- Understanding of how to use technology, automation, and AI to improve operational efficiency
- Highly data-driven with comfort establishing KPIs, analyzing performance, and using data to prioritize improvements
- Experience working closely with Product, Engineering, Compliance, and other cross-functional teams
- Strong understanding of operational and governance requirements applicable to regulated financial services businesses, including customer complaints, operational risk management, and regulatory accountability
- Experience being a PCF-42 or similar regulated position
- Experience within crypto or Web3 strongly preferred, particularly within consumer-facing products, but not essential
