Job Summary:
We are seeking an experienced and detail-oriented Operations Manager to join our team at Freedx, a fast-growing centralised crypto exchange.
The Operations Manager role is perfect for someone who thrives on building from scratch. developing robust processes, and driving efficiency. You will play a key role in defining how the platform operates and scales, ensuring a seamless experience for users and stakeholders alike.
In this pivotal role, you will be responsible for building out the operations function, establishing processes and workflows, and ensuring smooth day-to-day operations. This role offers a unique opportunity to create a lasting impact by shaping the operational foundation of the platform and driving continuous improvement in a dynamic and rapidly evolving industry.
Key Responsibilities:
Platform Operations Management:
- Oversee the day-to-day operations of the crypto exchange, ensuring uptime, performance, and reliability across trading, deposit, and withdrawal functions.
- Build and optimise operational workflows to ensure seamless execution of core functions, including transaction processing, trading operations, and customer support.
- Monitor platform activity to identify and resolve operational bottlenecks or technical issues in collaboration with the tech team.
- Manage liquidity across trading pairs to ensure smooth execution and user satisfaction.
Building Processes & Workflows:
- Establish and implement standardised operating procedures (SOPs) for all core operational activities.
- Design and document scalable processes and workflows that support the growth and evolving needs of the business.
- Collaborate with cross-functional teams to align operational processes with business goals and user expectations.
- Develop frameworks for risk mitigation, incident management, and quality assurance across operations.
Process Optimisation & Scalability:
- Analyse current operational workflows (or lack thereof) and identify areas for improvement to enhance efficiency and scalability.
- Collaborate with the product and engineering teams to automate processes and streamline key operations, reducing manual interventions.
- Continuously review and refine operational processes to ensure scalability as the platform grows.
Compliance & Risk Management:
- Ensure that all operational activities comply with relevant regulatory requirements and industry standards.
- Partner with compliance teams to monitor and address anti-money laundering (AML) and know-your-customer (KYC) requirements.
- Build processes for risk management and incident resolution to address potential platform vulnerabilities.
Customer Support Oversight:
- Work closely with the customer support team to resolve escalated user issues and provide timely solutions.
- Monitor user feedback to identify trends, areas of improvement, and opportunities to enhance the customer experience.
- Implement processes to minimise downtime and improve resolution times for user concerns.
Cross-Functional Collaboration:
- Partner with marketing, product, and business development teams to support new feature rollouts, promotions, and user acquisition campaigns.
- Collaborate with the finance team to ensure accurate reconciliation of transactions, fees, and settlements.
- Work closely with compliance and legal teams to align operational activities with applicable regulations.
Performance Monitoring & Reporting:
- Define and track key performance indicators (KPIs) for operational efficiency, user satisfaction, and system reliability.
- Prepare detailed reports and dashboards for senior management to provide insights into operational performance and key metrics.
- Utilise data analytics to forecast operational needs and ensure resource allocation aligns with growth objectives.
Experience: 4+ years of experience in crypto operations or at least 5+ years in fintech or financial services industry.
Knowledge: Strong understanding of how centralised crypto exchanges operate, including trading systems, liquidity management, and operational workflows.
Leadership: Proven experience in building and managing operational functions, designing workflows, and scaling processes.
Technical Skills: Proficiency with data analytics tools, operational software, and familiarity with blockchain/crypto technologies.
Compliance Awareness: Working knowledge of AML/KYC requirements and other regulatory considerations in the crypto space.
Problem-Solving: Strong analytical skills and the ability to create and implement solutions to operational challenges.
Communication: Excellent communication skills to coordinate with internal teams, partners, and stakeholders effectively.
Adaptability: Ability to thrive in a dynamic, rapidly changing environment and anticipate industry trends.