Senior Director, BizOps

Toronto, Ontario · Computer/Software

Description

We’re redefining how money moves—making payments smarter, faster, and more rewarding.

What began as a way for consumers to unlock more value from everyday financial obligations has evolved into a broader mission: building a modern financial platform that acts as a co-pilot for your money, helping people get more out of every dollar they spend.

As a high-growth fintech company operating in the payments space, we’re tackling complex operational challenges at scale. We’re looking for ambitious, execution-focused leaders who thrive in fast-paced environments and want to help build durable systems that power meaningful growth.

About the Role

We’re hiring a Senior Director of Business Operations to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payments Operations into a single, high-performing organization.

This leader will own operational readiness for major product and feature launches, define and implement an AI-first operations model, and build the systems, controls, and talent required to scale efficiently and responsibly.

The role reports directly to the CEO and is designed to grow into a COO-level position over time, making it ideal for an operator who can both run today’s operations flawlessly and architect tomorrow’s operating model.

What You’ll Do

Build and lead a unified Operations organization

Consolidate Customer Support, Fraud Operations, and Payments Operations into one aligned operating model with clear ownership, shared goals, and consistent tooling.
Hire, develop, and lead managers and team leads; define org structure, capacity planning, career ladders, and performance management.
Establish operating cadence including weekly metrics reviews, incident retrospectives, QA programs, SOPs, training, and continuous improvement loops.

Own launch readiness and cross-functional execution

Partner closely with Product, Engineering, Risk/Compliance, Finance, and Data to ensure operational readiness for new products and features.
Create and own a repeatable Launch Readiness framework covering staffing, tooling, training, workflows, escalation paths, and go-live checklists.
Drive post-launch retrospectives and ensure learnings translate into durable process and product improvements.

Build an AI-first operations model

Define the strategy and roadmap for scaling operations with AI, including self-serve support, agent assist, intelligent triage, automated investigations, and reconciliation support.
Identify high-ROI workflows for automation and implement appropriate guardrails, QA, and governance to ensure accuracy, compliance, and customer trust.
Use data to measure impact across handle time, resolution rates, fraud loss, dispute outcomes, and cost-to-serve, and continuously optimize.

Own payments operations and reconciliation oversight

Ensure smooth end-to-end payments operations, including exceptions handling, escalations, disputes/chargebacks (where applicable), and partner/vendor coordination.
Oversee daily reconciliation processes and ensure the team has the tooling and controls to detect, resolve, and prevent variances (execution may be handled by a direct report).
Partner closely with Finance to strengthen controls, reporting, and auditability.

Drive operational excellence through metrics and systems

Define and own KPIs and OKRs across support, fraud, and payments; build dashboards and enforce accountability.
Improve quality and reduce cost-to-serve through workflow redesign, tooling, knowledge management, and intelligent deflection.
Establish fast, customer-centered, and blameless escalation and incident management processes.

What We’re Looking For (Required)

10+ years (or 8+ with exceptional fit) of Business Operations or Operations leadership experience in complex, high-volume B2C environments, ideally with payments and risk/fraud components.
Proven experience leading and scaling multi-function operations teams (e.g., Support, Risk/Fraud, Payments/FinOps).
Strong working knowledge of payments operations concepts such as settlement flows, exception handling, disputes, and reconciliation controls.
Demonstrated ability to partner cross-functionally with Product and Engineering to operationalize launches and influence roadmap prioritization.
Track record of using automation and AI to materially improve efficiency and quality, from experimentation through rollout and governance.
Data-driven operator comfortable defining metrics, building operating rhythms, and driving measurable improvements.
Exceptional ownership, judgment, and calm execution in ambiguous, high-stakes environments.

Nice to Have

Experience in fintech, payments platforms, marketplaces, or other high-throughput transaction businesses.
Experience implementing modern support and operations stacks (CRM, ticketing, QA tooling, knowledge base, workforce management).
Familiarity with compliance and risk frameworks relevant to payments.
Experience building shared services or “operations platform” functions that support multiple product lines.

Why This Role Is Special

You’ll own three mission-critical teams and unify them into a single, scalable operating engine.
You’ll help define what AI-first operations look like in a real-world payments and risk environment.
The role offers a clear and credible path to COO for a leader who can build durable systems and drive company-wide execution.