Operations Lead

About the role

You will define and drive the operational strategy that allows Trust Wallet to scale efficiently while preserving its fast-moving, product-first culture. You own the end-to-end execution of complex cross-functional initiatives that touch every corner of the business. You will translate high-level company goals into concrete operational plans and ensure they are delivered on time and to standard. You are the operational backbone for the Customer Support Manager, enabling that function to scale without friction. You will design repeatable processes that reduce manual effort and create clarity around ownership. You will act as a central point of coordination, aligning Product, Customer Support, Marketing, Compliance, Finance, and HR toward shared outcomes. You will use data to uncover inefficiencies and turn insights into durable improvements. You will build the documentation and governance structures that let the company move faster without losing consistency.

Key facts

What you'll do

Lead and optimize daily business operations to ensure efficiency and alignment with company goals across all regions.

Design, implement, and improve operational processes, workflows, and internal controls that reflect the reality of how work actually happens.

Partner with cross-functional teams including Product, Customer Support, Marketing, Compliance, Finance, and HR to drive execution and remove roadblocks.

Monitor operational KPIs and prepare regular reports for leadership that highlight trends, risks, and opportunities for improvement.

Identify bottlenecks, risks, and areas for improvement, and implement practical solutions that balance speed with governance.

Manage vendor relationships and support procurement or external partnerships where relevant, ensuring clear ownership and value.

Support budgeting, resource planning, and operational forecasting to enable informed decision-making and responsible spend.

Coordinate strategic projects and ensure timely delivery across teams by managing dependencies and tracking progress.

Develop documentation, SOPs, and internal policies to support scale, consistency, and compliance as the organization grows.

Help build a strong operational culture focused on accountability, agility, and continuous improvement across all functions.

Embed within cross-functional workflows to understand how work is actually being performed, identify informal dependencies and ownership gaps, and translate them into clear, repeatable operational processes.

Identify recurring operational work being absorbed by other functions, establish the appropriate processes and ownership model, and transition that work into a scalable operational structure.

Coordinate with Compliance and Finance to ensure that operational practices meet regulatory expectations and internal standards.

Drive the collection and analysis of operational data to surface insights that inform prioritization and process refinement.

Serve as a point of escalation and clarity for cross-functional teams, ensuring decisions are made and work progresses without unnecessary friction.

Requirements

Bachelor's degree in Business, Operations, Management, Finance, or a related field.

5+ years of experience in operations, business management, project management, or a related function.

Experience in technology based companies a must have.

Experience in fintech or crypto is strongly preferred.

Strong project management and stakeholder management skills.

Excellent analytical and problem-solving abilities.

Proven ability to improve processes and manage multiple priorities effectively.

Strong communication skills and ability to work across global, remote teams.

Comfortable with data, reporting, and operational planning tools.

Self-starter with a hands-on mindset and strong sense of ownership.

Ability to work independently and make sound decisions with incomplete information in a fast-paced environment.

Commitment to maintaining high standards of quality, documentation, and follow-through on operational tasks.

Familiarity with remote collaboration tools and asynchronous communication practices.

Nice to have

Experience in a high-growth startup or scaling environment.

Familiarity with crypto wallets, blockchain ecosystems, and digital asset products.

Experience building SOPs, dashboards, and operational frameworks.

Knowledge of compliance, risk, or customer operations is a plus.

Practical notes

This is a global and fully remote role. You must have the right to work for the country you are based in.