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, 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, ensuring segregation of duties and audit readiness.
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 will drive operational readiness for new product launches and geographic expansions in partnership with Product, Compliance, and Engineering, including financial infrastructure planning, regulatory dependency mapping, and go-live runbooks. You'll develop scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency as the consumer base grows.
Critical to this role is partnering with Compliance and Legal to operationalize AML, fraud prevention, and KYC controls affecting consumer transactions, owning fraud-loss and chargeback/dispute metrics. You'll also partner with Treasury on liquidity and cash positioning for consumer-facing flows, and manage vendor relationships with payment processors and banking partners, monitoring uptime, fees, dispute rates, and relationship health.
You'll analyze operational and financial data to drive strategic decisions and continuously improve performance, translating transaction success rates, time-to-resolution, and cost-per-transaction metrics into actionable insights.
Required: 10+ years in financial operations, payments operations, or treasury operations, with 4+ years in a senior leadership role, ideally in crypto, fintech, or regulated financial institutions. Direct experience managing fiat and cryptocurrency money movement at meaningful scale, proven track record building and leading operations teams through rapid growth, strong working knowledge of AML/KYC/fraud frameworks, experience with Treasury functions on liquidity and banking relationships, demonstrated success driving operational readiness for product launches or geographic expansions, vendor management experience, strong analytical skills, and excellent cross-functional leadership abilities. Crypto/digital-asset industry experience strongly preferred.
