Chief Operating Officer (COO)

Company Overview

Not specified

Job Summary

The Chief Operating Officer (COO) will be responsible for owning and scaling the company's operational engine. This is a hands-on, operations-first leadership role that requires deep expertise in automation, compliance, risk management, operational controls, and large-scale execution. The COO will work closely with the CEO and executive leadership to build scalable, technology-driven operational models supporting rapid growth, customer satisfaction, and financial performance. The role offers a clear pathway toward broader P&L ownership and potential future leadership as the BU-Head (CEO) of the App Marketplace business.

Responsibilities

• Operational Leadership: Develop and execute strategies, systems, processes, and performance metrics across all operational functions to support rapid growth.
• Build Scalable Models: Design and implement scalable operating models to handle increasing customer base, products, transactions, and revenue streams.
• Establish Standards: Define SLAs, operational metrics, quality standards, controls, and governance mechanisms to ensure operational excellence.
• Process Optimization: Improve productivity, reduce costs, enhance turnaround times, and increase operational reliability and customer outcomes.
• Banking, Payments, and Credit Operations: Oversee transaction processing, settlements, reconciliations, payment failures, disputes, chargebacks, credit servicing, repayments, and collections.
• Compliance and Risk Management: Manage KYC, customer verification, transaction monitoring, fraud operations, complaints, and regulatory controls; partner with legal and compliance teams.
• Automation and Process Excellence: Lead AI-driven automation initiatives, streamline workflows, and partner with Product, Engineering, and Data teams to enhance scalability and operational efficiency.
• Hyper-Growth Planning: Translate company and product goals into actionable operational plans; prepare operational readiness for new products and markets.
• Customer and Commercial Outcomes: Oversee app performance and customer success initiatives to improve satisfaction, retention, and service quality.
• Leadership Development: Lead and develop a team of VPs, Directors, and Senior Managers, fostering a high-performance culture centered on ownership, data, speed, and continuous improvement.

Qualifications

• 18+ years of overall experience with significant senior operational leadership.
• Bachelor’s degree in Business, Finance, Engineering, or a related field; MBA from Tier 1 B-schools preferred.
• Proven leadership in hyper-growth fintech, digital-first banks, or consumer technology companies.
• Extensive experience in core operations, banking operations, payments, credit, compliance, risk, process excellence, or automation.
• Demonstrated success in scaling large, complex, technology-enabled operations.
• Strong knowledge of automation, AI-led operations, compliance, KYC, fraud, controls, and process improvement.
• Experience managing multiple functions and leading senior leaders.
• Understanding of operational budgets, unit economics, cost-to-serve, and customer outcomes.
• Prior experience in the U.S. consumer fintech ecosystem is strongly preferred.

Preferred Skills

• Deep expertise in automation, AI-driven operations, and regulatory compliance.
• Strong stakeholder management and relationship-building skills.
• Ability to operate effectively in a fast-paced, high-accountability environment.
• Strategic thinking with a data-driven decision-making approach.
• Experience in building and leading high-performance teams.
• Familiarity with fintech partnerships, banking relationships, and payment ecosystems.

Experience

• Minimum of 18+ years of relevant experience, including senior leadership roles in operations, fintech, or consumer technology sectors.
• Experience in scaling complex, regulated, and technology-enabled operations at a large scale.
• Prior roles involving P&L influence or ownership are advantageous.

Environment

• The role involves working in a fast-paced, high-growth environment with a focus on technology-led operations.
• Likely to operate in a hybrid or in-office setting, with a strong emphasis on cross-functional collaboration.
• The position requires managing multiple stakeholders, including banking partners, regulators, and internal teams.

Salary

Not specified

GrowthOpportunities

• Opportunity to grow beyond functional leadership toward owning the P&L and becoming the BU-Head (CEO) of the App Marketplace business.
• Potential to influence the company's strategic direction and operational scale on a global level.

Benefits

• Competitive benefits package aligned with sector best practices.
• Equity participation at an inflection point of scale.
• Leadership development and career growth opportunities within a profitable, rapidly expanding fintech company.