🇵🇱 Warsaw, Poland · 12h ago
Senior Operations Manager (Crypto/Digital Assets)
Capital.com
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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 teamsDrive operational readiness for new products, markets and jurisdictions, so every launch has the back office ready to support itEscalate regulated decisions, such as AML alert disposition and suspicious-activity reporting, to compliance and the MLRODesign, document and standardise the operating processes the centralised teams follow, end to endIdentify automation opportunities and drive them to implementation, using workflow automation and AI-assisted tooling to cut handling time, reduce manual effort and lower operational riskConfigure and maintain the operational tooling that supports the client journey, in particular support and CRM platformsDesign first-line operational controls where the flows need them: maker-checker steps, exception handling and clear escalation pathsDefine and agree SLAs across onboarding, verification, deposits, withdrawals and support, and hold the centralised teams to themTrack and report the operational metrics for the back-office functions: onboarding conversion, SLA adherence, failed transactions, complaint volumes and support qualityTreat metric breaches as an early-warning signal for operational risk, and drive the fixesReport operational performance to the Head of Digital Assets, and support internal and regulatory audits with operational evidenceRequirements: 5+ years in operations within regulated financial services, fintech, brokerage, payments or crypto, including 1-2 years leading teams or cross-functional initiativesProven project and stakeholder management, with a track record of coordinating and influencing shared or centralised teams to deliverProven experience in process design and business process management (e.g. BPMN), and in delivering operational automation that improves efficiency and controlAI-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 operateExpert-level knowledge of support and CRM systems, in particular Zendesk, including workflow configuration, automation and reportingExperience building and maintaining operational documentation and enablement: wikis, knowledge bases, SOPs, playbooks and staff trainingHands-on experience in at least two of: client operations, KYC/AML operations, and payments or reconciliationWorking knowledge of AML/CTF and KYC/EDD as applied to crypto, including wallet screening, travel-rule obligations and source-of-funds assessmentData-literate: comfortable building and reading KRI dashboards, and able to interrogate operational metrics independentlyNice to have:Direct experience at a crypto exchange, custodian, or CFD/retail trading platformFamiliarity with blockchain analytics and screening toolsSQL or BI tool proficiency for self-serve operational reportingExperience coordinating operations across more than one jurisdiction or time zone, including shared-service-centre modelsExposure to AI-assisted operations and automation tooling beyond core CRM and workflow platformsExperience designing or deploying AI agents/automations (e.g. custom GPTs, n8n + LLM workflows) for operational use casesWhat you will get in return:Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivatedWork-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worryEmployee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome teamComprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the communityBe a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.Our company has an Internal Reporting Procedure. It is available from the Human Resources Department upon request hr@capital.com. You may report a violation referred to in the Procedure under the terms specified therein.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.Sourced from LinkedIn. 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