Senior Manager, Operations Strategy

Job description

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex plays a pivotal role in driving the company’s overall customer experience and operational excellence. We are a collaborative group of analysts, strategists, and operational experts who are passionate about translating vision into action. We leverage data insights, sharp problem-solving skills, and a deep understanding of the business to optimize processes, uplift customer experience, identify uplift opportunities, and ensure Airwallex operates efficiently at scale and delivers a delightful customer experience. WHAT YOU'LL DO As Senior Manager, Operations Strategy, you will be at the heart of Airwallex’s mission to deliver world-class customer experiences and operational excellence. You’ll lead high-impact, data-driven projects that span the full lifecycle of our product domains, working cross-functionally to drive continuous improvement and tangible business outcomes. This role is based in Singapore. RESPONSIBILITIES: - Identify and drive strategic projects to deep dive into the life cycle of each product domain, perform data analysis, and deliver continuous improvements across operations. - Take a data-driven approach to problem solving; use data for customer experience (CX) analysis for top enterprise clients, specific verticals (e.g., OTA, Payroll), and other key segments. - Work across functions - including Product, Customer Success, Engineering, and more, to ensure stakeholder alignment and deliver desired business outcomes. - Prepare and update materials covering project progress, highlighting progress towards goals, key risks, and dependencies for senior leadership. - Handle special projects and ad-hoc incoming requests, including deep-dives on issues identified by leadership or functional teams. - Monitor and report on key performance indicators (KPIs), providing actionable insights and recommendations for improvement. - Stay up to date with industry trends and best practices in operations strategy, proactively identifying opportunities to drive operational excellence. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 10+ years of experience, including experience with top-tier strategy/management consulting firms and preferably with a fast-growing tech startup. - Strong analytical and problem-solving skills are essential. - Exceptional stakeholder management and influencing skills, especially with Product and Customer Success teams. - Self-starter who can identify and prioritize opportunities to focus on. - Excellent written and verbal communication and presentation skills. - Bachelor’s degree or equivalent. Preferred qualifications: - Experience in technology, financial services, and/or a high-growth environment. - Advanced proficiency with data analysis tools (e.g., SQL, Looker, Tableau). - Experience working closely with product teams and influencing product development. - Entrepreneurial mindset; thrives in ambiguity and fast-paced, dynamic environments. - Success-oriented and holds yourself accountable for delivering key outcomes. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.