Operations Specialist

About the Role:

We're looking for an Operations Specialist to act as a central point of contact across functions, owning operational reporting, launch support, and process improvement. The team is responsible for the end-to-end operations of the local regulated exchange. Its mission is to keep the platform fully compliant with local regulations while delivering a user experience and product offering as close as possible to the global platform. The team works closely with regulators and internal stakeholders to enable the launch of new regulated products and services in support of long-term business growth. The business is undergoing regional expansion, driving strong month-over-month growth in registrations and onboarded users.

What You’ll Do:

• Serve as a key liaison between Operations and other internal functions, helping ensure business initiatives and launches account for operational and regulatory considerations.
• Provide ongoing operational support for newly introduced products and payment-related integrations to help maintain smooth delivery.
• Own recurring operational reporting and performance metrics, and prepare summaries to support informed strategic decisions.
• Help oversee the customer issue and complaints process, working with relevant teams to ensure timely resolution and to surface recurring themes that inform improvements.
• Identify opportunities to improve the user journey and coordinate with relevant teams on enhancements that support user growth and satisfaction.
• Support the preparation of regulatory and external reports, helping ensure submissions are accurate and timely.
• Perform regular checks on registered users to identify gaps and support users through the onboarding funnel.
• Support the product listing process and act as a point of reference for product-related matters.
• Explore and apply automation tools to reduce repetitive manual work and improve team efficiency.

What We’re Looking For:

• 3–5 years of experience in operations, ideally within fintech, crypto, or a regulated financial services environment.
• Proven track record of cross-functional coordination across Operations, Compliance, Legal, Marketing, and Product.
• Strong experience owning reporting packs, dashboards, and KPIs, including month-over-month trend analysis and management-ready summaries.
• Experience supporting regulatory/external reporting, with strong data reconciliation and audit-trail discipline.
• Experience overseeing end-to-end complaints handling and applying root-cause analysis to drive process improvements.
• Ability to serve as a product expert and support an end-to-end product listing process.
• Demonstrated ability to leverage AI tools to automate repetitive tasks.
• Strong attention to detail, process orientation, and comfort in a fast-paced, scaling environment.
• Strong analytical skills with the ability to translate data into actionable strategic initiatives

Nice to Haves:

• Hands-on experience operating within a regulated entity, with an understanding of regulatory constraints and compliance-driven processes.
• Experience providing post-launch operational support for products and payment integrations.
• Experience driving UX improvements across the user journey (onboarding, deposits/withdrawals, product navigation)