Head of Operations

About FeeWise

FeeWise began in 2023 with a clear mission: help law firms receive payments more quickly and without shortfalls. Since launch, the company has expanded its payment operations across five countries: the US, Canada, the UK, Australia, and New Zealand. It provides embedded payment acceptance for three major legal practice management platforms, with further growth underway.

The business is also extending into related services such as automated bookkeeping, debtor management, financing, foreign exchange, and other adjacent offerings.

RapidPay is a legacy product used only in Australia and managed by the FeeWise team. The plan is to transition clients from RapidPay to FeeWise during 2026 and then retire RapidPay.

Together, FeeWise and RapidPay process more than US$1 billion in legal payments each year, with annual growth in the 50–100% range.

FeeWise and RapidPay sit within ATI Group, a major global LegalTech organisation that builds specialised software, information services, and legal technology solutions for law firms and financial professionals. The group was founded in Australia and includes more than 16 brands, such as LEAP, Smokeball, InfoTrack, and LawConnect, all focused on improving legal workflow productivity.

About the Role

This position is focused on strengthening systems, operational processes, and workflow design so clients experience better outcomes.

FeeWise is in a high-growth stage, with expansion across geographies, partners, and products. The operations function provides client support 24/5, and this role will lead that team, shape the long-term operational vision alongside the executive team, and ensure support delivery remains consistent, responsive, and high quality.

You will join a small, driven executive group that is strongly focused on targets, execution, and rapid business growth. The organisation works remotely, although the executive team meets in person every quarter to review strategy and agree on priorities.

You will lead a team of five employees and contractors based in Australia, the US, the UK, and the Philippines.

A major part of the job will involve partnering with the development team to build an AI-enabled support and operations co-pilot, while also continuously improving manual and automated workflows. Day-to-day business operations and support responsibilities will also remain part of the role.

The company takes a data-led approach to management, so you will also own regular monitoring, updating, and reporting of operational and support KPIs.

Responsibilities

• Improve operational systems, processes, and workflows to drive stronger client outcomes.
• Lead the operations and support team and maintain a reliable 24/5 client service model.
• Define and evolve the operational strategy together with the executive team.
• Ensure support and operational delivery is consistent, efficient, and of high quality.
• Manage and support a distributed team across Australia, the US, the UK, and the Philippines.
• Work closely with the development team on an AI-powered support and operations co-pilot.
• Continuously refine both manual and automated workflows.
• Handle day-to-day business-as-usual operations and support activities.
• Track, refresh, and report on operational and support KPIs on an ongoing basis.

Additional Information

This role is fully remote. The executive team meets quarterly in person to discuss business strategy and set priorities.

The operations team supports clients around the clock from Monday through Friday, covering a 24/5 schedule.

The team currently includes 5 employees and contractors.

No specific vacancy count, salary, or application deadline was provided in the source.