Wallet Operations Team Lead

Ledger; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Ledger is seeking a Wallet Operations Team Lead to optimize wallet performance and manage relationships with partners. The successful candidate will monitor operations, ensure compliance with SLAs, and foster collaboration across teams. Join us in making digital assets accessible and secure.

Benefits

Equity options

Hybrid work policy

Comprehensive health insurance

Personal development and training

Five weeks paid leave

High-tech office equipment

Transportation reimbursement

Employee discount on products

Qualifications

• Knowledge of cryptocurrency wallet operations.
• Strong negotiation skills with partners.
• Ability to build and maintain B2B2C relationships.

Responsibilities

• Govern partner contracts for service and support.
• Continuously monitor system alerts and performance.
• Develop incident monitoring and response processes.

Skills

Negotiation

Stakeholder Management

Performance Monitoring

Tools

Google Workplace

Monitoring Tools

Job description

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We're making the world of digital assets accessible and secure for everyone. Join the mission.

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 210 countries.

Job Summary

We are seeking a highly skilled and motivated Leader for our Wallet Operations team.

The ideal candidate will be responsible for ensuring that the Ledger Wallet performance is optimised and working with Business Unit Leaders the Wallet Operations Lead will also ensure that both Ledger & our partners performance is in line with SLA’s and expectations.

This role requires a proactive approach to excellent stakeholder management & communication skills, the ability to build out robust, well documented processes and governance within a dynamic and fast paced environment.

Your Mission

Partners & Stakeholder management: Govern partner contracts for service, support, and uptime (both Partner & Ledger), identifying improvements. Facilitate Direct Connectivity Button integration into top dApps and wallet experiences with partners. Support advertising strategies to maximize revenue and enhance user value on Ledger Live.

Performance Monitoring and Response: Continuously monitor system alerts and performance for incidents. Develop and refine incident monitoring and response processes. Create playbooks for 24/7 teams, ensuring their training and confidence in handling off-hour issues.

Communication and Reporting: Ensure that lines of communications between all teams contributing to the monitoring and optimisation roles are effective and followed between shifts and incidents are communicated on effectively, and at the right level by all virtual team members, Prepare Monthly/Quarterly Reporting

Team Development: Build out the team, process & tooling to allow monitoring and optimisation of all areas of Wallet Operations and collaborate with engineering teams to implement platform & system improvements and upgrades.

What We Are Looking For

• Knowledge of Cryptocurrency Wallet Operations,
• Strong negotiation skills and the ability to build and maintain relationships with partners, internal and external stakeholders within the cryptocurrency ecosystem, with an emphasis on B2B2C strategies.
• Ability to operate effectively in a matrix environment, ensuring collaboration across teams.
• Proven & Demonstrable ability to write clear, process and governance documentation & playbooks
  
  
  

Bonus Points

• Proficiency in Google Workplace suite (Docs, Sheets, Slides, Forms)
• Familiarity with monitoring tools and software.
• Experience in ITIL or other incident management frameworks
  
  
  

What’s in it for you?

• Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow.
• Flexibility: A hybrid work policy.
• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
• Well-being: Personal development, coaching & fitness with our dedicated partners.
• Vacation: Five weeks of paid leave per year, in addition to national holidays
• High tech: Access to high performance office equipment and gadgets, including Apple products.
• Transport: Ledger reimburses part of your preferred means of transportation.
• Discounts: Employee discount on all our products.
  
  
  

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Computer and Network Security

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