SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Blockchain.com is seeking a Head of Consumer Operations to lead the financial operations backbone powering its consumer crypto business. This is a director-level role accountable for the full lifecycle of consumer money movement—deposits, withdrawals, settlements, and reconciliation—across fiat and cryptocurrency assets at scale.
You will own end-to-end financial operations for the consumer business, defining and managing SLAs for customer-impacting metrics such as withdrawal processing time, transaction success rate, and dispute resolution turnaround. You'll build and maintain documented SOPs and control frameworks for consumer money movement, including segregation-of-duties and audit-readiness standards.
As a people leader, you will build, lead, and scale a high-performing operations team covering reconciliation, asset movement, and support operations. You'll own consumer-facing incident response for operational disruptions, including failed withdrawals, settlement delays, and banking/exchange outages, with responsibility for customer communication protocols during incidents.
You'll drive operational readiness for new product launches and geographic expansions—including financial infrastructure, licensing/regulatory dependencies, and go-live runbooks—in partnership with Product, Compliance, and Engineering. You'll develop scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency as the consumer base grows.
Cross-functional partnerships are critical: you'll work with Compliance and Legal to operationalize AML, fraud prevention, and KYC controls affecting consumer transactions, owning fraud-loss and chargeback/dispute metrics. You'll partner with Treasury on liquidity and cash positioning for consumer-facing flows, and own vendor management and performance monitoring for payment processors and banking partners.
You'll analyze operational and financial data—transaction success rates, time-to-resolution, cost-per-transaction—to drive strategic decisions and continuously improve performance.
Required: 10+ years in financial operations, payments operations, or treasury operations, including 4+ years in a senior leadership role, ideally in crypto, fintech, or a regulated financial institution. Direct experience managing fiat and cryptocurrency money movement at meaningful scale; track record building and leading operations teams through rapid growth; strong knowledge of AML, KYC, and fraud-prevention frameworks; experience with Treasury functions on liquidity and banking relationships; demonstrated success driving operational readiness for new product launches or geographic expansions; vendor management experience with payment processors or banking partners; strong analytical skills; excellent cross-functional leadership; comfort operating in fast-paced, high-growth, regulated environments. Crypto/digital-asset industry experience strongly preferred.
