Director of Operations Strategy & Process Excellence

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

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