Operations Program Manager, Consumer Support

Description

The Consumer Support team works closely with Product, Engineering, Legal, Compliance, Regulatory, Localisation, Operations Technology and other Operations teams to build and scale support for Link and Crypto Onramp.

The company provides financial infrastructure for businesses, and millions of companies, from large enterprises to early-stage startups, use it to take payments and grow revenue.

Responsibilities

• Build a detailed understanding of the consumer product suite and find consumer pain points that can be solved across many users.
• Shape Product and Engineering roadmaps and set support strategy for new and existing consumer products.
• Design and build scalable operations for those products.
• Lead or work alongside Product, Engineering, Legal, Compliance, Support, Operations Technology and Vendor Management to define operational requirements for new Link, the company Managed Payment and Crypto Onramp products, features and experiments.
• Work with Product and Engineering to create the infrastructure and tooling needed to launch and grow consumer operations.
• Speak for consumers and push for product changes that fix recurring problems at their source.
• Create support strategies that improve the consumer experience and encourage use of effective self-service tools.
• Find and deliver operational changes that let Consumer Support grow without adding proportional effort.
• Use data to find insights, decide priorities and measure the effect of operational and product changes.
• Deliver a strong consumer experience while meeting local, consumer-protection and regulatory requirements.
• This is a highly visible senior individual contributor role. You will influence senior leaders and set direction, and you will also drive execution yourself: setting the long-term vision, then handling details such as templates, deliverable tracking, documentation and unblocking cross-functional teams.

Requirements

• A bachelor's degree in business, management, economics or a related field, or equivalent practical experience.
• 8+ years in strategy and operations, consulting, program management or a related field.
• Experience in highly cross-functional roles across strategy, analysis and operations in a fast-moving environment.
• Strong program management skills, including leading complex programs from strategy through to execution with measurable business results.
• Strong analytical and critical-thinking skills, with the ability to draw insights from data and act on them.
• Excellent written and verbal communication, including explaining complex topics clearly to leaders and partners in Product, Engineering and Operations.
• Experience aligning stakeholders with different priorities and getting them committed to shared outcomes.
• Ability to give structure to complex, ambiguous problems and solve them from first principles.
• Ability to work independently with little guidance.
• Preferred (a bonus, not required): proficiency in SQL, including writing queries and analysing large datasets.
• Preferred (a bonus, not required): experience using AI tools to improve analysis, automate workflows or increase team efficiency.
• Apply if you meet the minimum requirements; preferred qualifications are not required.

Conditions

Equal opportunity employer; applicants are considered without regard to protected characteristics.