Senior Manager, Operations Strategy (Product User Experience)

About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.
Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.
Attributes We Value
We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.
You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.
As part of our Operations Strategy team, you'll be tackling complex problems across many different domains within the overarching aim to improve our global customer experience as well as uplifting the internal operational efficiency. You are a self-starter and independent thinker with exceptional analytical and communication skills, capable of solving complex problems that will drive the evolution of our business.
What you'll doAs a Senior Manager, Operations Strategy, you'll play a pivotal role in driving improvements to customer experience from a product operations perspective, with a particular focus on GTPN and Pay Out products. You will leverage data-driven insights to identify and address key factors impacting client user experience, working cross-functionally to deliver tangible improvements in product performance and operational efficiency. This role is based in Singapore.
Responsibilities:

• Lead strategic projects to improve customer experience from a product operations perspective, especially for Business Account product.
• Review and analyze all tickets submitted by clients about product issues, identifying key factors that may affect client user experience.
• Use data-driven approaches (SQL, Python) to uncover trends, root causes, and actionable insights from customer support and product data.
• Partner cross-functionally with Product, Engineering, Customer Support, and other teams to drive initiatives that enhance product performance and customer satisfaction.
• Design and implement process improvements to streamline operations and reduce customer pain points.
• Prepare and present clear, compelling recommendations and progress updates to senior management and stakeholders.
• Handle special projects and ad-hoc requests, including deep dives on issues identified by leadership or functional teams.

Who you areWe're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory.
Minimum qualifications:

• Bachelor's degree in Business, Finance, Technology, or a related field.
• 6-8 years of experience, preferably with a fast-growing tech startup, top-tier strategy/management consulting, or equivalent.
• Strong analytical and problem-solving skills, with proficiency in SQL and Python for data analysis.
• Strong communication skills-assertive, direct, and able to synthesize and present complex information simply and effectively.
• Proven experience in ticket analysis, customer support metrics, and process improvement.
• Exceptional stakeholder management and influencing skills.
• Highly resilient, adaptable, and thrives in a fast-paced, high-growth environment.

Preferred qualifications:

• Experience in the fintech or payments industry.
• Experience with A/B testing and experimentation techniques.
• Familiarity with product operations, customer experience, and cross-functional project management.

Applicant Safety Policy: Fraud and Third-Party Recruiters
To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.
Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.