Wise Platform allows banks, fintechs, and enterprises to embed Wise's international payments infrastructure directly into their own products. Our technology powers partners globally - including some of the largest banks and fintechs in EMEA - enabling them to offer fast, transparent, and low-cost cross-border payments and global accounts to their customers.

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.

About the role:

This role addresses a structural workflows design in the CSM team by completely separating systematic systems/process work from individual portfolio account management. The manager will own the architecture of the CSM Salesforce stack, automated data pipelines, process health, AI-based knowledge bases, and cross-functional operating agreements to unlock a target 30% capacity reduction across the team.

Key Responsibilities 

• AI Knowledge Architecture & RAG Readiness: Review, structure and architect the existing separated team processes into streamlined workflow to maintain the team's Single Source of Truth (SOT) with the help of AI so documentation is machine-readable and optimized for AI retrieval-augmented generation (RAG), enabling internal AI tools and chatbots to accurately answer complex currency and operational queries. This would include streamlining the tracking of existing work, mapping documentation needs, improving the tooling and AI agents needed to optimise the process and rolling it out with the team for maximum efficiency and adoption. 

• AI Automation Strategy & Execution: Scope, sequence, and execute an AI operational roadmap - identifying high-frequency, manual CSM workflows (e.g., QBR data synthesis, currency nuance lookups, defect triage) and deploying AI tooling to automate or partially automate them, prioritising the items with the largest ROI on the efficiency gains. 

• Salesforce CSM workflows architecture: Design and work together with Salesforce product team to implement dedicated Salesforce workflows and objects to align with CSM processes  (ie objects categorized by Retention risk vs. Operational improvement). 

• Data & Knowledge Pipelines: Automate the flow from Lightdash metrics dashboards (e.g., TRY return reasons, JPY success rates) through GPT, mapping out data analysis needs so CSMs can evaluate partner performance instantly and notice the spikes.

• Partner UI & API Diagnostic Framework: Establish standard operating procedures and documentation to audit partner UI setups, API payloads, and error logs, translating operational data gaps into structured proposals for partners and Wise Product/Engineering teams.

• Cross-Functional Operating Agreements: Identify efficiency draggers and formalize boundaries with WPES, PayOps, and FinCrime to remove CSMs as fallback relays for ad-hoc operational questions.

About you:

• Proven experience in Business Operations, Revenue Operations (RevOps), Sales Operations, Systems Ops, or Product Operations in a fast-paced tech company or scale-up.

• CRM & Systems Building: Hands-on experience configuring, designing, or optimizing CRM workflows (preferably Salesforce) and linking data reporting tools (e.g., Looker, Tableau, Lightdash) into CRM objects.

• Process Automation & Knowledge Architecture: Demonstrated ability to eliminate manual spreadsheet/Slack workflows by building automated data pipelines and structuring single-source-of-truth knowledge bases (Notion, Confluence, Wikis).

• Technical & AI Literacy: Comfortable working with data logs, reviewing API/system parameters at a functional level, and applying modern AI/LLM tools or automation platforms to streamline team knowledge and workflows.

• Stakeholder Alignment: Strong track record of leading cross-team projects and securing buy-in from product, engineering, and business teams without line authority.

Bonus points

• Hands-on experience deploying AI tooling: Direct experience structuring knowledge bases for RAG/LLM retrieval, building AI agents, or setting up AI-assisted workflows in a BizOps, RevOps, or CS environment.

• Experience working in a high-growth environment

• Prior experience working with B2B SaaS platform integrations, APIs, or fintech products.

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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