Head of Consumer Operations

We are looking for a Head of Consumer Operations to own the financial operations backbone that powers our consumer crypto business. This role is accountable for the full lifecycle of consumer money movement — deposits, withdrawals, settlements, and reconciliation — across both fiat and cryptocurrency assets, at scale. You will build and lead a high-performing operations team, drive operational readiness for new products and geographic expansions, and partner closely with Compliance, Treasury, Product, and Engineering to keep our platform fast, reliable, and trustworthy for millions of consumers. This is a highly cross-functional leadership role suited to someone who has run large-scale financial operations in a regulated, high-volume environment and who thrives on building durable, scalable process out of ambiguity.

WHAT YOU WILL DO

Financial Operations & Money Movement

• Own end-to-end financial operations for the consumer business — deposits, withdrawals, settlements, and reconciliation — across both fiat and cryptocurrency assets, at scale.
• Define and manage SLAs for customer-impacting operational metrics (withdrawal processing time, transaction success rate, dispute resolution turnaround).
• Build and maintain documented SOPs and a control framework for consumer money movement, including segregation-of-duties and audit-readiness.

Team & Org Leadership

• Build, lead, and scale a high-performing operations team (reconciliation, asset movement, support ops), including workforce planning for distributed or outsourced functions as volume grows.
• Own consumer-facing incident response for operational disruptions (failed withdrawals, settlement delays, banking/exchange outages), including customer communication protocols during incidents.

Growth, Expansion & Product Support

• Drive operational readiness for new product launches and geographic expansions — financial infrastructure, licensing/regulatory dependencies, and go-live runbooks — in partnership with Product, Compliance, and Engineering.
• Develop and refine scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency as the consumer base grows.

Risk, Compliance & Partnerships

• Partner with Compliance and Legal to operationalize AML, fraud prevention, and KYC-related controls affecting consumer transactions; own fraud-loss and chargeback/dispute metrics for the consumer book.
• Partner with Treasury on liquidity and cash positioning for consumer-facing flows, ensuring operational execution aligns with Treasury's risk and funding strategy.
• Own vendor management and performance monitoring for payment processors and banking partners — uptime, fee structures, dispute rates, and relationship health.

Reporting & Decision Support

• Analyze operational and financial data (transaction success rates, time-to-resolution, cost-per-transaction) to drive strategic decisions and continuously improve performance.

WHAT YOU WILL NEED

• 10+ years of experience in financial operations, payments operations, or treasury operations, including 4+ years in a senior leadership role, ideally within crypto, fintech, or a regulated financial institution.
• Direct experience managing fiat and cryptocurrency money movement (deposits, withdrawals, settlements) at meaningful transaction volume and scale.
• Track record building and leading operations teams through periods of rapid growth, including workforce planning across in-house and outsourced/BPO models.
• Strong working knowledge of AML, KYC, and fraud-prevention frameworks, with experience partnering closely with Compliance rather than owning policy directly.
• Experience partnering with Treasury functions on liquidity, cash positioning, or banking relationships in a financial services or crypto context.
• Demonstrated success driving operational readiness for new product launches or geographic market expansions, including navigating regulatory dependencies.
• Vendor management experience with payment processors, banking partners, or crypto trading/custody platforms.
• Strong analytical skills with the ability to translate operational data into performance metrics and strategic recommendations.
• Excellent cross-functional leadership and communication skills; comfortable operating at both strategic and hands-on execution levels.
• Experience operating in a fast-paced, high-growth, and regulated environment; crypto/digital-asset industry experience strongly preferred.

COMPENSATION & PERKS

• Full-time salary based on experience and meaningful equity in an industry-leading company
• Role based in our London office, with a mandatory in-office presence four days per week
• Work from Anywhere Policy - up to 20 days to work remotely
• ClassPass
• Budgets for learning & professional development
• Unlimited vacation policy; work hard and take time when you need it
• Apple equipment
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Flexible work culture