Associate Director, Operations Strategy

Airwallex; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Airwallex is seeking an operations leader for San Francisco who will drive process improvements and strategic initiatives across Americas platforms. You will oversee financial operations workstreams, enable revenue growth through client onboarding, and coordinate go-live readiness for strategic accounts.

You will lead a team of operations professionals, collaborate with Product, Engineering, Commercial, and Support teams, and design scalable operational controls to improve efficiency and

Responsibilities

• Lead and oversee financial operations workstreams including payment and deposit investigations, settlement exceptions, banking-partner escalations, recalls, wallet adjustments, and transaction exception handling across Americas platforms.
• Drive client enablement by partnering with commercial teams to configure customer accounts, enable products and capabilities, manage non-standard pricing, and resolve operational onboarding issues that block revenue activation.
• Own enterprise customer readiness by coordinating go-live checklists, operational readiness reviews, support model design, payment configuration, billing, pricing, and post-sale handoffs to ensure seamless launches for strategic accounts.
• Improve operational processes and service quality by redesigning SOPs, increasing straight-through processing rates, enhancing customer experience, strengthening incident handling and escalation frameworks, managing partner migrations, and building operational controls across Americas platforms.
• Work across functions (Product, Engineering, Financial Partnerships, Commercial, Customer Support) to ensure stakeholder alignment, map dependencies, and deliver desired outcomes on strategic initiatives.
• Lead, coach, and develop a team of operations professionals, setting clear objectives, running performance calibrations, and building a culture of accountability, continuous improvement, and operational excellence.

Job description

Leadership Move Process Improvement Salesforce

The Operations team at Airwallex sits at the intersection of strategy, execution, and customer experience. The Operations Strategy function drives process optimization, strategic initiatives, and cross-functional program delivery across Airwallex's global operations. We partner closely with Engineering, Product, Legal, Security, and Data teams to solve complex problems at scale, ensuring that our operational infrastructure keeps pace with Airwallex's rapid growth. This is a team where you will have direct exposure to senior leadership, work on high-impact programs that shape how the company operates, and grow through ownership of ambiguous, cross-domain challenges.

Responsibilities

• This role is based in San Francisco.
• Lead and oversee financial operations workstreams including payment and deposit investigations, settlement exceptions, banking-partner escalations, recalls, wallet adjustments, and transaction exception handling across Americas platforms.
• Drive client enablement by partnering with commercial teams to configure customer accounts, enable products and capabilities, manage non-standard pricing, and resolve operational onboarding issues that block revenue activation.
• Own enterprise customer readiness by coordinating go-live checklists, operational readiness reviews, support model design, payment configuration, billing, pricing, and post-sale handoffs to ensure seamless launches for strategic accounts.
• Improve operational processes and service quality by redesigning SOPs, increasing straight-through processing rates, enhancing customer experience, strengthening incident handling and escalation frameworks, managing partner migrations, and building operational controls across Americas platforms.
• Work across functions (Product, Engineering, Financial Partnerships, Commercial, Customer Support) to ensure stakeholder alignment, map dependencies, and deliver desired outcomes on strategic initiatives.
• Lead, coach, and develop a team of operations professionals, setting clear objectives, running performance calibrations, and building a culture of accountability, continuous improvement, and operational excellence.

Requirements

• We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory.
• 8+ years of experience in opera

Additional Information

About AirwallexAirwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide - including Brex, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.Attributes We ValueWe hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles . You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.You're humble and collaborative; turn zero‑to‑one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.

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