Senior Operations Manager

About the role

Capital is seeking a Senior Operations Manager to oversee the operational infrastructure supporting our global crypto trading products. You will serve as the primary link between our business units and centralized support teams to ensure spot trading, onboarding, and payment processes function efficiently.

Key facts

What you'll do

• Act as the central coordinator between business stakeholders and back-office, payments, and customer support departments.
• Prepare operational readiness for new market entries and product launches.
• Manage the escalation of regulated decisions, including AML alerts and suspicious activity reports, to the MLRO and compliance teams.
• Create and standardize end-to-end operating procedures and documentation.
• Implement workflow automation and AI tools to minimize manual tasks and operational risk.
• Manage and configure CRM and support platforms to optimize the client journey.
• Establish operational controls, such as maker-checker protocols and escalation paths.
• Set and monitor SLAs for verification, onboarding, and transaction processing.
• Analyze operational metrics to identify risks and report performance to the Head of Digital Assets.
• Provide evidence for internal and regulatory audits.

Requirements

• 5+ years of operations experience in fintech, regulated financial services, crypto, payments, or brokerage.
• 1-2 years of experience leading teams or cross-functional projects.
• Proficiency in business process management and process design.
• Practical experience using AI tools like ChatGPT, Claude, or Copilot for documentation, data analysis, and workflow automation.
• Expert knowledge of Zendesk configuration, reporting, and automation.
• Ability to create and maintain SOPs, playbooks, and training materials.
• Hands-on background in at least two areas: KYC/AML operations, client operations, or reconciliation and payments.
• Understanding of crypto-specific AML/CTF, KYC/EDD, travel-rule obligations, and wallet screening.
• Ability to independently build and interpret KRI dashboards and operational metrics.

Nice to have

• Previous work at a crypto exchange, retail trading platform, or custodian.
• Familiarity with blockchain screening and analytics software.
• Proficiency in SQL or BI tools for reporting.
• Experience managing operations across multiple jurisdictions or time zones.
• Experience deploying AI agents or custom automation workflows using tools like n8n.

Skills & tools

• Zendesk
• BPMN
• LLM/AI-assisted tools
• KYC/AML/EDD
• KRI dashboarding

Practical notes

Benefits include a competitive salary, comprehensive health and pension plans, and an annual leave policy. Employees are eligible for 30 days of workation per year and two additional paid volunteer days. Referrals are rewarded through an internal program. For inquiries regarding the Internal Reporting Procedure, contact hr@capital.com.