Senior Operations Manager (Crypto/Digital Assets)

BulgariaPolandHybridSenior

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

We are looking for a Senior Operations Manager with crypto domain expertise to make sure our products are fully supported by the operations behind them. As we scale spot trading, onboarding, payments and client support, this is the dedicated operational resource in the department that keeps it all running smoothly for clients.

You will be the operational bridge between the business and the group's centralised back-office, customer support and payments teams. You will coordinate those teams to support every product, design and automate the operating processes they follow, keep everything documented and the staff trained, and track the metrics that show operations are running well.

You will report to the Head of Digital Assets and work closely with compliance, product, technology, finance and treasury, turning product and commercial strategy into repeatable, auditable operating procedures.

Responsibilities:

Act as the single point of coordination between the business and the centralised back-office, customer support and payments teams.

Drive operational readiness for new products, markets and jurisdictions, so every launch has the back office ready to support it.

Escalate regulated decisions, such as AML alert disposition and suspicious-activity reporting, to compliance and the MLRO.

Design, document and standardise the operating processes the centralised teams follow, end to end.

Identify automation opportunities and drive them to implementation, using workflow automation and AI-assisted tooling to cut handling time, reduce manual effort and lower operational risk.

Configure and maintain the operational tooling that supports the client journey, in particular support and CRM platforms.

Design first-line operational controls where the flows need them: maker-checker steps, exception handling and clear escalation paths.

Define and agree SLAs across onboarding, verification, deposits, withdrawals and support, and hold the centralised teams to them.

Track and report the operational metrics for the back-office functions: onboarding conversion, SLA adherence, failed transactions, complaint volumes and support quality.

Treat metric breaches as an early-warning signal for operational risk, and drive the fixes.

Report operational performance to the Head of Digital Assets, and support internal and regulatory audits with operational evidence.

Requirements:

5+ years in operations within regulated financial services, fintech, brokerage, payments or crypto, including 1-2 years leading teams or cross-functional initiatives.

Proven project and stakeholder management, with a track record of coordinating and influencing shared or centralised teams to deliver.

Proven experience in process design and business process management (e.g. BPMN), and in delivering operational automation that improves efficiency and control.

AI-native mindset: fluent in using LLM/AI-assisted tools (e.g. Claude, ChatGPT, Copilot) to automate workflows, draft documentation and analyse data day to day — not just aware of AI, but actively building it into how you operate.

Expert-level knowledge of support and CRM systems, in particular Zendesk, including workflow configuration, automation and reporting.

Experience building and maintaining operational documentation and enablement: wikis, knowledge bases, SOPs, playbooks and staff training.

Hands-on experience in at least two of: client operations, KYC/AML operations, and payments or reconciliation.

Working knowledge of AML/CTF and KYC/EDD as applied to crypto, including wallet screening, travel-rule obligations and source-of-funds assessment.

Data-literate: comfortable building and reading KRI dashboards, and able to interrogate operational metrics independently.

Nice to have:

Direct experience at a crypto exchange, custodian, or CFD/retail trading platform.

Familiarity with blockchain analytics and screening tools.

SQL or BI tool proficiency for self-serve operational reporting.

Experience coordinating operations across more than one jurisdiction or time zone, including shared-service-centre models.

Exposure to AI-assisted operations and automation tooling beyond core CRM and workflow platforms.

Experience designing or deploying AI agents/automations (e.g. custom GPTs, n8n + LLM workflows) for operational use cases.