Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

We're seeking a dynamic and results-oriented Business Operations Manager to play a pivotal role in optimising the operational efficiency and effectiveness of our Wise Business product. You will be instrumental in driving strategic initiatives, leveraging data insights, and fostering a culture of continuous improvement within our customer success and broader operational teams. This is an exciting opportunity to make a significant impact in a fast-paced, global, product-led environment.

The ideal candidate will come from an operational role at a B2B tech company, specifically within customer success with experience with collaborating with product and operational teams to drive outcomes for customers. They should possess a strong understanding of the revenue/commercial aspects of customer success teams and how to build a customer-centric organisation.

Here’s how you’ll do this:

• Define the vision, scope, and operating model for Business Product Customer Success at Wise, in close partnership with Product, Go-to-Market (GTM), and Support teams.
• Proactively identify potential operational issues that could challenge our growth and shield our business customers from operational complexity, ensuring they receive the best possible support experience.
• Work closely with Operations and relevant risk/compliance teams, providing feedback from the business customer's point of view and constructively challenging processes when necessary.
• Collaborate closely with Product teams, advocating for operational considerations and highlighting the impact of product decisions on operational efficiency and scalability.
• Run "side-by-side" sessions with teams across the servicing organisation, analysing customer interactions and operational cases to extract key insights and develop solutions for a more proactive customer approach.
• Partner with Operations teams across Customer Support, [mention relevant operational teams like Onboarding, Account Management etc.], driving automation and process improvements to enhance efficiency and scalability.
• Take ownership of key operational metrics, including SLAs, process quality, and the scalability of the Business Product across our global markets.
• Clearly define success metrics and evaluate progress using both qualitative and quantitative methods.

This role will give you the opportunity to:

• Choose your path to impact – We believe in empowering individuals to act autonomously. You’ll work with your team to create a vision and have the freedom to make your own calls, while leveraging feedback from across the company.
• Grow as a leader – Inspire and guide operational team members in support of our mission.
• Gain amazing exposure to the full breadth and depth of our Wise Business product, including customer service, regional expansion, and new product launches.
• Be part of our mission to make money without borders the new normal.

A bit about you: 

• You’re passionate about helping business customers. Their needs are central to your thinking and drive your decisions.
• You’re entrepreneurial and hands-on, with a track record of delivering high-impact operational solutions in data-driven environments, utilising a mix of process and potentially light technical solutions.
• You are fluent with data, proficient in using spreadsheets and analytics dashboards for insights, and possess basic SQL knowledge.
• You are adept at analysing qualitative data, such as customer interactions and operational cases, to identify trends and opportunities.
• You understand basic operational economics concepts (e.g., demand-capacity).
• You possess a solid understanding of technology and product development principles, enabling you to effectively collaborate with Product and Engineering teams on operational considerations.
• You have a clear approach to prioritising work, helping teams understand impact, and contributing to a clear operational roadmap.
• You approach problem-solving methodically, enabling clear identification of root cause issues and facilitating effective risk assessment and mitigation strategies.
• You have a proven ability to influence people without direct authority.
• Proven experience in a Business Operations role, ideally within a product-led, global B2B company with a focus on customer success.
• Strong commercial acumen with demonstrable experience in a B2B customer-facing environment.
• Practical experience in project management, with a track record of successfully delivering operational projects.
• Exposure to and understanding of the potential applications of GenAI and other AI technologies within a support or operational context.
• Excellent communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to work independently, take initiative, and drive results in a fast-paced environment.
• Strong problem-solving skills with a proactive and solution-oriented mindset.
• Experience in change management and the ability to coach operational teams through transitions.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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