Operations Manager

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.