Business Operations Lead, Knowledge & Communication

About Reap

Reap is a global fintech enterprise headquartered in Hong Kong with a distributed team across various nations. We facilitate seamless financial connections globally by integrating conventional finance with stablecoin technology to accelerate money movement. Our stablecoin-enabled corporate cards and expense management solutions simplify financial workflows, enabling businesses to expand efficiently. Additionally, our APIs allow embedding stablecoin-powered financial services, including issuing Visa cards and enabling cross-border transactions. Supported by prominent investors like Index Ventures and HashKey Capital, we are building the foundation for borderless, stablecoin-based finance.

Role Overview

This senior, full-time position within the Executive Office reports directly to the Chief of Staff. The role partners closely with Strategy Operations and the Communications/Marketing team to ensure effective messaging. It is remote-friendly within APAC time zones, with Singapore or Hong Kong offices being advantageous. The key mission is to establish a company-wide system that ensures trustworthy, accessible, and AI-compatible knowledge combined with effective communication and change management to reinforce new information adoption. This is not a typical documentation or pure communications role but one that manages how Reap learns, knows, and converses internally. You'll inherit an approved company-wide Information Architecture initiative to build and operate this system comprehensively.

Key Responsibilities

• Manage the centralized Reap Knowledge Base, including its taxonomy, ownership structure, and quality controls to guarantee employees and AI can find accurate, up-to-date information rapidly.
• Oversee a unified changelog that tracks significant modifications, integrates communication efforts, and operates largely automatically to ensure consistency and currency.
• Lead internal communications and change management processes to maintain a consistent company rhythm, ensuring major updates are delivered with full context and adherence.
• Redesign platforms like Notion and Slack to implement clarity in organization, access, ownership, and standards across company collaboration tools.
• Utilize AI technologies to develop, maintain, and automate the knowledge system while ensuring the reliability of source content for AI agents like Lorikeet.
• Serve as a cultural steward, preserving and promoting the company’s unique approach to communication, decision-making, and knowledge sharing amid rapid scaling and globalization.

Success Metrics (Within 6 to 12 Months)

• The knowledge and communication system is fully operational and widely adopted across the company.
• Employees reliably know priorities, recent adjustments, and resource locations, dramatically reducing information gaps.
• The company-wide communication routine is trusted and actively followed, facilitating effective change adoption.
• The unified changelog is functioning successfully, keeping the knowledge base current and relevant for all teams.
• AI sources are dependable with a significant decline in outdated or unsupported information, and unowned content is minimized.
• The system is predominantly self-managed through automation rather than manual enforcement.

Candidate Profile

Essential Qualifications:

• Proven experience designing and implementing enterprise-wide knowledge or operational systems, with evidence of driving adoption.
• Comfort with ambiguity, able to build new capabilities without established models or precedents.
• Thrives in fast-paced, evolving environments such as startups, scale-ups, or dynamic tech roles.
• Systems thinker proficient in designing sustainable taxonomies, ownership models, and operating rhythms suited for scaling organizations.
• Hands-on experience deploying AI tools to construct and maintain knowledge systems.
• Strong writing and influence skills to enact change across teams without direct authority.

Approximately 5 to 10 years of relevant experience is typical, but demonstrated accomplishments and ability to stretch in the role matter most.

Desirable Attributes:

• Background in business operations, chief of staff, or operational excellence with a desire to grow into scale operations.
• Expertise in user experience, information architecture, or content design focused on findability.
• Experience with internal communication and change management in distributed, international environments.
• Familiarity with fintech, payments, or regulated sectors involving sensitive information.

What This Role Does Not Entail

• Manual documentation chasing; the system design enforces compliance automatically.
• Ownership of every team’s detailed data; accountability lies with domain-specific owners.
• Project management ownership for all initiatives.

Reasons to Join Reap

• Empowerment to own outcomes and measure impact directly.
• Freedom to resolve blockers beyond standard responsibilities.
• Opportunity to contribute to a high-growth company aiming for a $10 billion valuation.

Employee Benefits

• Inclusive and energetic workplace culture.
• 21 days of annual paid leave plus public holidays.
• Health insurance allowance to support wellbeing.
• Being part of an expanding international team.
• Flexible remote work arrangements.
• Budget for home office setup.
• Corporate Reap Card to eliminate out-of-pocket expenses.