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Associate Director, Operations Strategy

Airwallex· Operations
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Hybrid (US - San Francisco)$180k - $220kFull-timePosted 2mo ago

About the role

Leading the operational backbone of Airwallex's Americas business, focusing on financial operations, client enablement, enterprise readiness, and process optimization across cross-functional teams.

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.

Qualifications

  • 8+ years of experience in operations, strategy, or program management within a fast-growing technology, fintech, or payments company, or at a top-tier strategy/management consulting firm.
  • 2+ years of people management experience, with a demonstrated ability to build, lead, and develop high-performing teams.
  • Exceptional stakeholder management and influencing skills, with the ability to align cross-functional partners (Engineering, Product, Commercial, Partnerships) around shared outcomes.
  • Strong analytical and problem-solving skills, with a data-driven approach to identifying root causes, measuring operational performance, and prioritizing improvements.
  • Excellent written and verbal communication and presentation skills, including the ability to synthesize complex operational issues and communicate them clearly to both technical and executive audiences.
  • Self-starter who can identify and prioritize opportunities in ambiguous environments, drive clarity where none exists, and deliver results independently.

Skills

Required:Stakeholder managementAnalytical thinkingLeadership / people management

Benefits

  • Benefits vary by country and employment type in accordance with local statutory requirements. All employees receive at least the statutory minimum for paid annual leave and public holidays, with many locations offering additional company-provided vacation days.
  • US-based employees, they are eligible to participate in medical, dental, and vision insurance, a 401(k) plan, short-term and long-term disability, basic life insurance, and well-being benefits. US-based employees also receive 20 paid days of vacation and 12 paid days of company holidays in a calendar year.
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Airwallex

Trusted Global Payments & Financial Platform

Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.

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