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The Senior Operations Manager will be responsible for leading and executing the administration and improvement of the systems, tools and processes that power our teams. You will be empowered to own, build, and shape the strategy and tactics that drive the effectiveness and efficiency of the Customer Success team and Deel overall.
Job Responsibility:
Manage day-to-day operational workflows and identify areas for efficiency improvements
Support automation initiatives to reduce manual processes and improve accuracy and speed
Partner with cross-functional teams to streamline tools and processes for both internal teams and customers
Ensure adherence to operational controls, compliance requirements, and risk management practices
Contribute to fraud prevention and regulatory alignment efforts by maintaining strong operational standards
Monitor operational performance metrics and escalate risks or gaps to leadership
Drive customer-focused process improvements to enhance turnaround times, resolution quality, and escalation handling
Expand and improve self-service options to reduce dependency on manual support
Implement regular feedback loops to capture insights and inform continuous improvement
Coordinate operational readiness for new product or market launches, working closely with cross-functional stakeholders
Assist with go-to-market initiatives by removing bottlenecks and ensuring smooth adoption
Track and report operational outcomes, providing insights and recommendations to leadership
Execute operational projects and strategic initiatives in collaboration with senior leaders
Requirements:
8+ years of experience in operations, preferably in a fast-paced environment (Tech/FinTech start-up experience a plus)
Demonstrated ability to manage and mentor small to mid-sized teams
Strong problem-solving skills and attention to detail with a solutions-oriented mindset
KPI-driven, with experience tracking and improving performance metrics
Exposure to process automation and operational tooling
Background in FinTech, consulting, banking, or fast-paced start-ups preferred
Strong analytical skills with ability to turn data into actionable insights (SQL familiarity a plus)
Collaborative team player with high energy and a bias for action
What we offer:
Stock grant opportunities dependent on your role, employment status and location
Additional perks and benefits based on your employment status and country
The flexibility of remote work, including optional WeWork access