Head of Business Operations - North America

Company Overview

Wise is a global technology firm dedicated to developing the most efficient way to transfer and manage money worldwide. Our goal is to minimize fees, maximize convenience, and accelerate financial transactions. Whether individuals or businesses are sending funds internationally, spending abroad, or handling cross-border payments, Wise is committed to simplifying these processes and reducing costs.

Join us as we build a revolutionary network to manage the world's finances universally.

Role Overview

As the Head of Business Operations for the North American region, you will be responsible for optimizing and expanding our servicing and operational frameworks for platform partners. You will lead regional operational strategy to ensure our servicing model aligns with partner expectations and grows seamlessly with our business expansion.

Key Responsibilities

• Take full ownership of servicing and operational KPIs in the region, collaborating with cross-functional teams to resolve systemic challenges or establish new operational processes for emerging partnership types and products.
• Drive partner success by ensuring operational KPIs and service level agreements remain consistently strong and stable.
• Lead and influence regional operational teams indirectly to ensure high performance, sufficient capacity, and correct prioritization aligned with partner needs.

Opportunities in this Role

• Exercise autonomy by working alongside your team to define your vision and approach, supported by collaborative feedback but empowered to make independent decisions.
• Develop leadership capabilities by inspiring and guiding multidisciplinary teams spanning customer success, servicing, and operations.
• Gain comprehensive exposure across customer support, financial crime prevention, regional expansion, and new product launches.
• Contribute to Wise’s mission of eliminating borders in money management worldwide.

Required Qualifications

• At least 5 years’ experience in a broad role within the payments industry, ideally in innovative companies, successfully driving major projects to completion.
• Proven senior leadership experience in operations, preferably within FinTech, Financial Services, or Technology sectors, with expertise managing people, processes, and products in customer service contexts.
• Strong customer empathy that informs decision-making and prioritization.
• An entrepreneurial, hands-on mindset with a track record of delivering impactful, end-to-end solutions in data-driven environments.
• Proficient with data analysis using spreadsheets and analytics dashboards; knowledge of SQL and Python is highly advantageous.
• Experience analyzing extensive qualitative data such as customer interactions, operational cases, and comparative assessments.
• Capability to manage across different time horizons—translating partner needs into servicing models, developing strategic plans for six months and beyond, and maintaining accountability in daily operations.
• In-depth understanding of local market conditions including laws, culture, regulations, and operational practices relevant to the region.
• Expertise in navigating change and adapting operations for optimized customer support while balancing resource and business constraints.
• Strong analytical skills to establish, monitor, and improve KPIs and SLAs, utilizing data-driven insight for problem-solving.
• Ability to create effective prioritization frameworks and inspire teams with a clear, impactful roadmap.
• Methodical problem-solving approach to identify root causes, assess risks, and develop mitigation strategies.
• Excellent influence skills to lead and motivate without direct authority.

Additional Information

This position is hybrid-based in Austin, Texas, requiring a minimum of three days per week onsite.

Wise values diversity, equity, and inclusion, fostering an international team environment where all employees feel respected and empowered to contribute toward our mission.