We’re looking for a talented and driven Operations Manager to join our team at X and make a real impact as we launch X Money. In this role, you’ll build a customer support and disputes resolution team from the ground up and ensure exceptional service. The ideal candidate is passionate about delivering customer-focused solutions, has a strong background in support operations, and brings exceptional leadership, technical curiosity, and communication skills to the table.

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Responsibilities:

• Build and scale customer support and dispute resolution workflows

• Lead and mentor a team of high performing specialists to deliver exceptional support

• Dive into data to identify trends, bugs, inefficiencies; propose actionable improvements

• Create and maintain documentation for processes, guidelines, and training materials

• Develop and monitor key performance indicators to measure efficiency and quality

• Collaborate with Product and Engineering to enhance the user support experience and optimize team performance

• Maintain active communication with Leadership, providing updates on progress and challenges

Qualifications:

• Prior experience in customer support or disputes resolution for financial products

• Strong analytical skills, with the ability to dive into data, identify trends, and provide actionable insights to improve processes and customer outcomes.

• Demonstrated leadership experience, with a track record of building and mentoring high-performing teams.

• Exceptional communication skills, capable of articulating complex issues and solutions to both technical and non-technical stakeholders.

• Ability to thrive in a fast-paced environment and manage multiple priorities independently

• Bachelor’s degree in a relevant field is a plus