Director of Operations

The role

Lead the operations function for a growing global business, building processes, systems and infrastructure for a seamless customer experience at scale. Work across Product, Engineering, ICT & Security, Compliance and Support, and take on regulatory operational responsibilities for the Irish regulated entity.

What you will do

• Develop and scale operational strategy, structure and processes for a growing global customer base without compromising quality, controls or customer experience
• Take on operational management of Push Virtual Assets Ireland Ltd as PCF-42, overseeing day-to-day operations, operational risks, controls and regulatory obligations
• Identify bottlenecks, inefficiencies and operational risks and implement processes and systems that improve reliability, speed and quality
• Ensure a consistently high-quality customer experience from onboarding through to support and issue resolution
• Own the Group's complaints management framework, including complaints adjudication within the Irish regulated entity
• Use tooling, automation and AI to reduce manual processes and improve efficiency
• Define and monitor operational KPIs and turn data into clear actions and priorities
• Bring operational and customer insights into product development and launch readiness
• Own relationships and performance of operational vendors and service providers
• Partner with Compliance and Legal to meet regulatory requirements

Required qualifications

• 8+ years of experience in Operations, Customer Operations, Business Operations or a related function
• Meaningful experience in a senior leadership role
• Built or scaled operations within a high-growth consumer technology, fintech or financial services business
• Experience operating across regulated and unregulated business activities
• Experience delivering customer experiences at scale
• Track record of designing processes and operating models that scale with customer and transaction growth
• Understanding of how to use technology, automation and AI to improve operational efficiency
• Data-driven, comfortable establishing KPIs and analysing performance
• Experience working closely with Product, Engineering, Compliance and other cross-functional teams
• Understanding of operational and governance requirements for regulated financial services, including customer complaints, operational risk and regulatory accountability
• Experience as a PCF-42 or a similar regulated position

Nice to have

• Experience within crypto or Web3, particularly in consumer-facing products

Before you apply

• Candidate must obtain approval from the Central Bank of Ireland to perform the Pre-Approval Controlled Function of Chief Operating Officer (PCF-42)
• Candidate is expected to undertake responsibilities associated with Controlled Function CF-8 (Complaints Adjudication)

About the company

Aave Labs builds the Aave Protocol, described as the world's largest and most trusted onchain lending market. The company builds products that expand access to lending, credit and savings globally.