Head of Business Operations — Business

The role

You will build and scale operations for a new Business product line. You will design support systems, manage BPO partners, and work across Product, Data, Engineering, and Compliance to drive customer retention and launch readiness.

What you will do

• Design, build and run best-in-class support for the Business product, end to end
• Identify unhappy paths, build and automate solutions and work with product to fix at scale
• Design, build and maintain AI-powered workflows and automations
• Take operational functions and processes from 0 to 1, then 1 to 100
• Set the standard our BPO partners are held to through playbooks, QA, and KPIs
• Structure complex and ambiguous problems by conducting ad hoc analysis
• Act as Product Ops for the Business line by turning customer feedback into product priorities
• Work across technical and specialised product, engineering and data colleagues
• Own support for each new launch from readiness to a steady, automated state

Required qualifications

• 5-7+ years of high-performing experience in a fast pace, analytical environment
• B2B account management, customer success or business operations for a business/SME product
• Comfortable using SQL to drive decisions daily
• Willingness to build and iterate on AI-powered workflows and automations
• Willingness to dive in and sweat the details regardless of the tool or problem
• Ability to add just enough process to scale without cumbersome bureaucracy
• Comfortable in a regulated, 24/7 business

About the company

Taptap Send is building the world's leading cross-border fintech for emerging markets. The company has operations spanning 6 out of 7 continents and is backed by investors including Spark Capital and Canaan.