Senior Card Operations Manager

Job description

**About Us** Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution. Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. #### Position Description We are looking for a seasoned Senior Card Operations Lead to serve our continued expansion into the different regions globally. As part of the **Bybit** **Card** **Operations** team, you will play a pivotal role in ensuring the seamless operation of one of Bybit's core products—the **Bybit Card**—while delivering exceptional service and satisfaction to our global customer base. In this role, you will manage a broad range of operational activities, gaining invaluable insights into the integration of traditional financial services with cryptocurrencies. While your primary focus will be on daily operational tasks, you will also contribute to driving growth, improving user conversion, and shaping a product designed with a user-first approach. You will manage a team up to 5 people. #### Key Responsibilities **Customer Support & Expertise:** - Act as the card payment expert for the Customer Service team, ensuring SLAs are met for resolving escalated support tickets. - Serve as the internal ambassador and go-to expert for all Bybit Card-related matters. **Issue Investigation & Resolution:** - Investigate and resolve issues raised by Customer Service or internal teams, including card payments, applications, rewards, and other card-related usage concerns. - Take a proactive and thorough investigative approach, focusing on identifying and addressing root causes rather than offering surface-level fixes. - Collaborate with internal stakeholders (developers, product, etc.) and external vendors to troubleshoot issues, leveraging logs, databases, and internal/external portals for resolution. **Market Launches and Operations** - Ensure seamless go-to-market execution for new market or product launches, including planning for internal testing, external beta releases, and preemptively identifying major issues before full launch. - Align and interact with key stakeholders such as compliance, risk, finance, and product/tech teams to ensure optimal market operations. **Continuous Improvement:** - Foster a growth-oriented mindset by collaborating with customer service and product teams to enhance the user experience and refine the user journey. - Identify opportunities for operational and process improvements. - Adopt a data-driven approach to analyze trends, monitor performance, and uncover potential issues for proactive resolution. **Product Operations:** - Actively participate in product discussions, providing insights from card operations and market intelligence to suggest features or enhancements that improve the cardholder experience and user journey - Drive product ideas, improvements, and enhancements to scale the product and elevate its features to better meet user needs **Operational Management:** - Oversee settlement reconciliation with processors/BIN sponsors. - Engage with processing or other vendors to resolve issues while ensuring high service quality and performance. - Manage rewards operations, including stock monitoring, conceptualizing reward ideas, and implementing strategies to boost user retention and conversion. - Support finance operations by initiating payment requests to vendors, reconciling invoices, and ensuring timely settlement of funds. - Handle dispute management, including filing and managing cases with issuers, card schemes, and fraud disputes in collaboration with risk teams. - Manage physical card stock to ensure availability and alignment with demand. **Compliance, Risk & Reporting:** - Collaborate with AML and Risk teams to optimize processes and ensure adherence to regulatory standards. - Support regulatory reporting requirements, liaising with schemes, BIN sponsors, and partners as needed. #### **Requirements** 1. Knowledge of card management systems, card network rules and regulations, and how they work together is a strong advantage. 2. Product management experience in fintech / insurtech is a plus. 3. Inclination for creative work. Not only do you need to deal with the operational aspects, you are expected to come up with ideas (to further strategic objectives) and see them implemented through to the last details. You would not be receiving detailed guidance on what and how to do, but would need to make these decisions on your own. 4. Prior experience of 3-5 years on the job is preferred. 5. You speak, read and write English in a professional, nearly fluent manner. Mandarin Chinese is a plus, but not required. 6. Excellent communication skills. You know how to manage multiple stakeholders across different teams / cultural and language backgrounds, who do not report to you or your team lead, can build and maintain horizontal connections. 7. Knowledge of card issuing operations is a plus, but not a requirement. We would rather have someone smart and willing to learn, rather than someone who just has some experience with card issuing. 8. Prepared to learn on the job and take on a diverse range of tasks within the operations team. While you may not initially assume full responsibility for the tasks outlined above, you should be ready and capable of handling them when required. **Why Join Us** At Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include: - Study Growth Fund: We support your professional development and continuous learning. - Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation. - Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world. - Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company. - Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.