Head of Operations

Role Overview

We are looking for a Head of Operations to oversee and manage the operational functions of the Custody business, with custody wallet services as the core focus. The role will be responsible for driving operational efficiency, process optimization, client service delivery, risk control, and cross-functional coordination, while also supporting related products and business initiatives within the department where needed.

This role requires strong business acumen, product operations experience, cross-functional coordination skills, and solid execution capabilities. The successful candidate will be responsible for building and optimizing operational processes, improving customer experience, driving operational efficiency, supporting product launches, and ensuring that operations are aligned with the company's long-term business objectives.

Experience in internet product operations and hands-on experience in building products from 0 to 1 will be highly preferred.

Key Responsibilities

1. Product Operations & Business Support

Manage the day-to-day operations of all product lines under the Custody Department, including product launch support, user onboarding, operational process setup, issue tracking, and feedback management.

Develop operational strategies, growth initiatives, campaign mechanisms, and user conversion processes based on different product stages.

Participate in the 0-to-1 launch and operational setup of new products, including product positioning, user journey design, operational rules, FAQs, tutorials, campaign plans, and internal training materials.

Work closely with Product, Technology, Sales, Marketing, Compliance, Legal, Finance, and Delivery teams to improve product functionality, operational efficiency, and service quality.

Understand customer needs and business scenarios, and continuously optimize the customer experience and service delivery process.

2. Operational Strategy & Execution

Develop and execute operational strategies for the department, ensuring alignment with the company's overall business objectives.

Streamline and optimize business operations to improve efficiency, reduce costs, and maintain service quality.

Collaborate with senior management to define operational priorities and drive the implementation of key initiatives.

Adjust operational strategies and execution plans based on market changes, customer feedback, and business data.

3. Process Improvement & Optimization

Continuously evaluate operational processes across product lines and business functions, identifying opportunities for optimization, automation, and standardization.

Establish standardized operating procedures, including customer onboarding processes, issue escalation mechanisms, cross-functional collaboration workflows, and data tracking systems.

Drive the adoption of tools, systems, and automation to improve operational efficiency and service stability.

Use data analysis, industry best practices, and internal reviews to continuously improve operational performance.

4. Operational Risk & Compliance Management

Identify and manage potential operational risks, ensuring that business operations comply with internal policies and applicable regulatory requirements.

Work closely with Compliance and Legal teams to review operational rules, user agreements, privacy policies, business processes, and related documents.

Establish and improve operational risk control mechanisms to reduce risks caused by process gaps, operational errors, or compliance issues.

Stay updated on local and international regulatory developments and implement necessary operational adjustments in a timely manner.

5. Team Leadership & Development

Build, manage, train, and develop the operations team.

Define team roles and responsibilities, establish efficient collaboration mechanisms, and ensure the team can support multiple product lines.

Develop team members capabilities in product understanding, project management, data analysis, customer support, and operational execution.

Foster a culture of collaboration, continuous learning, ownership, and operational excellence.

6. Customer Experience & Service Delivery

Optimize the end-to-end customer journey, from product awareness, onboarding, and activation to product usage and issue resolution.

Establish customer issue tracking and resolution mechanisms to ensure timely response, follow-up, and closure.

Analyze customer usage data and feedback to identify pain points and drive product and service improvements.

Support Sales and Customer Success teams in improving customer satisfaction, retention, renewals, and business conversion.

7. Cross-Departmental Collaboration

Collaborate effectively with Sales, Marketing, Product, Technology, Compliance, Legal, Finance, HR, and other departments.

Serve as the key operations contact for resolving cross-departmental operational issues and ensuring smooth business execution.

Improve internal communication mechanisms to ensure timely sharing of product updates, operational rules, customer feedback, and business progress.

Support business teams in customer requirement analysis, solution support, project delivery, and post-launch operational support.

8. Budgeting & Resource Management

Participate in operational budget planning and ensure resources are allocated efficiently to support business objectives.

Monitor operational costs and identify opportunities for cost reduction and efficiency improvement.

Optimize resource utilization without compromising service quality or operational performance.

9. Innovation & Technology Integration

Stay informed about trends in internet product operations, blockchain infrastructure, AI tools, automation tools, and fintech innovation.

Lead the implementation of new tools, systems, or processes to improve operational efficiency.

Work with Technology teams to develop operational dashboards, data tracking systems, automation workflows, and customer support systems.

Use technology to improve operational visibility, process standardization, and service response efficiency.

Requirements

Bachelor's degree or above in Operations Management, Business Administration, Marketing, Internet Product Management, FinTech, Computer Science, or a related field.

Minimum 3 years of experience in operations, product operations, business operations, or internet product-related roles.

Proven experience in internet product operations, including user operations, product launch, growth campaigns, data analysis, process setup, and cross-functional execution.

Hands-on experience in building products from 0 to 1 is highly preferred.

Experience in managing or supporting multiple product lines is preferred.

Familiarity with blockchain, digital asset custody, wallets, payments, stablecoins, AI products, or fintech businesses is a strong plus.

Strong project management skills, with the ability to manage multiple product lines and operational initiatives simultaneously.

Strong analytical skills, with the ability to identify issues through data, validate strategies, and drive business improvements.

Strong risk awareness and compliance mindset, with the ability to balance efficiency, customer experience, and compliance requirements in innovative businesses.

Excellent communication, coordination, and stakeholder management skills.

Fluent in both English and Chinese, with the ability to conduct business communication, meetings, documentation, and cross-border collaboration in both languages.

Results-driven, self-motivated, responsible, resilient, and able to work effectively in a fast-paced environment.

Preferred Qualifications

Experience in Web3, digital asset custody, crypto exchanges, payments, card issuing, AI SaaS, or API platform operations.

Experience in B2B product operations, enterprise customer service, customer success, or solution support.

Experience in overseas markets, cross-border business, or multilingual team collaboration.

Experience in building SOPs, knowledge bases, customer support systems, data dashboards, or automated operational workflows.

Experience working in startups or building new business lines from 0 to 1.

Role Value

This role will play a key part in building and scaling the operational system for multiple core products under the Custody Department. The Head of Operations will connect business, product, technology, compliance, and customer needs, and drive products from launch to growth and scalable operations.

We are looking for someone who can not only manage daily operations, but also build systems, identify problems, drive improvements, and support sustainable business growth.