Hiring: Associate Director, Operations Strategy Company: Airwallex Location: San Francisco, CA Job Posted Time: 2026-09-11 13:25:48 Employment Type: Contract Target Skills & Keywords : Embedded Systems, Program Management, Rails, Salesforce, Stakeholder Management About the job Experience: •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. Required Skills: •This role is based in San Francisco. •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: •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. •Track record of building scalable operational processes from the ground up, including designing SOPs, automation workflows, and operational controls that reduce manual effort and improve quality at scale. •Comfort operating in environments with high standards, fast iteration cycles, and evolving priorities, with a bias toward action and continuous improvement. •Curiosity to learn quickly, adapt fast, and grow through stretch opportunities, with genuine interest in how global financial infrastructure works end to end. •Applicant Safety Policy: Fraud and Third-Party Recruiters •To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @ •Email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!