Head of Business Operations — Business

Job description

## The Role Taptap send is building a Business product, leveraging the best-in-class cross-border payment network we have built. This is a new product line we’re building from the ground up and we are looking for a hungry, hands-on generalist to build and scale the operations behind it. You will own high impact, high urgency, needle-moving goals on a new and fast growing product in an established start up. Taptap Send Business is early and growing fast. Businesses are already using us to pay people and suppliers across emerging markets, and we are launching a wider set of products and geographies. Every launch is a new promise to a business customer whose payroll, suppliers and cash flow depend on us getting it right. This role reports to the Director of Business Operations and owns the service our business customers get. You will be given high agency and high autonomy, working across Product, Data, Engineering and Compliance to build and run best-in-class support for a product line that is growing fast. ## The outcome you will drive - **Business customer retention** — build an AI native account management support that is an order of magnitude better than anything on the market. - **A service excellence our BPO partners deliver to**, consistently, as volume and product complexity increase. - **Launch readiness** — every new product and geography requires specific support, you build it and run it. - **Insight to build a Product businesses love** — you’re the closest to what business customers actually ask, you quantify it and get it into the roadmap. - **Cost of support** — own the budget for support and make it more efficient with scale. ## Responsibilities - 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 that reduce manual effort, improve retention and scale Operations effectively - Take operational functions and processes from 0 to 1, then 1 to 100 - Set the standard our BPO partners are held to — playbooks, QA, KPIs — and hold the performance bar high - Structure complex and ambiguous problems by conducting ad hoc analysis - Act as Product Ops for the Business line: turn what customers tell us into evidenced product priorities, and get them built - Work across highly technical and specialised product, engineering and data colleagues to deliver an experience business customers stay for - Own support for each new launch, from readiness through to a steady, automated state ## Requirements - 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 is what we are looking for**, you know what business customers expect and what it takes to deliver it - You are looking for a role where you can directly drive the impact, where you are the owner and have autonomy to make decisions and drive outcomes - You take ownership, are dependable, and do the hard things to make things work. You own the problems end-to-end and constantly ship improvements - Comfortable using SQL to drive decisions daily - Willingness to build and iterate on AI-powered workflows and automations - No task too small, willingness to dive in and sweat the details regardless of the tool or problem - Instinct to add 'just enough' process to scale without cumbersome bureaucracy - Comfortable in a regulated, 24/7 business where the stakes for the customer are real - London, office based ## How we work A BizOps role at Taptap Send is a **super Individual Contributor**. For your topic you are the single threaded owner, the analyst, the product manager, the engineer and the operations lead. In practice you don’t wait for others, you leverage AI to get things done and build what drives the outcome you seek. **This is not a coordination role, and it is not a strategy-deck role.** If your best work has been influencing other teams to build things, this will be a frustrating job. If you have been waiting for a role where you are simply allowed to go and fix it, this is that role. This role is a launchpad — previous BizOps hires have gone on to lead functions and launch products. **About Us** We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fuelling local economies, and changing how millions access financial services. Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features. We’re growing fast, backed by world-class investors, and scaling a product that blends **real world impact with cutting edge fintech innovation**. Here’s a little more: - **Founded by Harvard grads and 3-time founders** who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - **Backed by top investors** including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - **Built by global top performers** from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - **Truly global team** - 250+ people, 50+ nationalities, 50+ languages - **Guided by our values** - ownership, impact, humility, and heart - in deed, not just word ## [Taptap Values](https://www.taptapsend.com/our-values) Impact first Team next Accept reality Propose solutions Win with grit Be proactively candid, with yourself and others Love the particular Own it Create positive energy Maybe, even have fun Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply. If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements. *Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.*