Head of Business Operations - North America - Wise Platform

We are seeking a Head of Business Operations to serve as the regional operational engine and strategic lead for Wise Platform in North America. In this high-visibility leadership role, you will step into a critical environment to transform regional partner operations, turning and keeping operational metrics consistently "green" and transitioning manual workflows into automated infrastructure.

Responsibilities:

• Regional Operational Governance & Turnaround: Own regional servicing performance and SLAs across North America, performing deep-dive diagnostic assessments to isolate root causes and restore distressed partner operations.
• Cross-Functional Influence Without Authority: Establish matrix leadership over non-direct reporting servicing domains (Payment Operations, Enterprise Support, KYC/FinCrime, Compliance) to align roadmaps, capacity planning, and SLA prioritization.
• Product & Engineering Alignment: Build rigorous, data-driven ROI business cases comparing operational capacity trade-offs against engineering hours to convince Product teams to automate systemic operational bottlenecks and case-routing flaws.
• Customer Success Management: Directly lead, mentor, and scale an established team of 4–5 Partner Operations Managers, steering regional operations away from reactive firefighting toward structured, long-term scalable partnerships.
• Commercial Integration & Scaling: Partner with regional Commercial, Deal-Flow, and Delivery teams to build scalable operational frameworks and incubate setups for new enterprise clients and platform feature launches.
• Incident & Escalation Management: Serve as the senior operational escalation point for Tier 1 bank partners during high-stakes situations, structuring post-mortems and preventative frameworks to systematically eliminate repeating operational failures.

QUALIFICATIONS:

• 8+ Years of Operational Leadership in Tech
• Proven SLA & Metric Turnaround: Documented experience independently owning complex operational KPIs (resolution time, handling time, quality scores) and executing turnarounds from "red" to "green".
• Matrixed Leadership Across Regulated Domains: Demonstrated ability to navigate matrix organizations and drive operational alignment across non-direct reporting teams (technical KYC, FinCrime, Compliance, Product) without direct line authority.
• Data Literacy & Business Case Modeling: Proficiency with data analytics dashboards and spreadsheets to conduct cost-per-service analyses and build persuasive ROI cases for Product and Engineering investment.
• Enterprise Partner Depth & Incident Management: Deep operational experience handling high-stakes enterprise/banking relationships, backend payment workflows, cross-border infrastructure, and structuring root-cause post-mortems.
• Strategic & Methodical Problem-Solving: Ability to cut through operational noise, maintain long-term platform strategy, and establish scalable operating frameworks amid day-to-day business-as-usual noise.