Senior Manager, Operations Strategy (Product User Experience)

Senior Manager, Operations Strategy (Product User Experience) ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. As part of our Operations Strategy team, you’ll be tackling complex problems across many different domains within the overarching aim to improve our global customer experience as well as uplifting the internal operational efficiency. You are a self-starter and independent thinker with exceptional analytical and communication skills, capable of solving complex problems that will drive the evolution of our business. What you'll do As a Senior Manager, Operations Strategy, you’ll play a pivotal role in driving improvements to customer experience from a product operations perspective, with a particular focus on GTPN and Pay Out products. You will leverage data-driven insights to identify and address key factors impacting client user experience, working cross-functionally to deliver tangible improvements in product performance and operational efficiency. This role is based in Singapore. Responsibilities: - Lead strategic projects to improve customer experience from a product operations perspective, especially for Business Account product. - Review and analyze all tickets submitted by clients about product issues, identifying key factors that may affect client user experience. - Use data-driven approaches (SQL, Python) to uncover trends, root causes, and actionable insights from customer support and product data. - Partner cross-functionally with Product, Engineering, Customer Support, and other teams to drive initiatives that enhance product performance and customer satisfaction. - Design and implement process improvements to streamline operations and reduce customer pain points. - Prepare and present clear, compelling recommendations and progress updates to senior management and stakeholders. - Handle special projects and ad-hoc requests, including deep dives on issues identified by leadership or functional teams. Who you are We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - Bachelor’s degree in Business, Finance, Technology, or a related field. - 6-8 years of experience, preferably with a fast-growing tech start ... (truncated, view full listing at source)