Associate Director, Operations Strategy

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full. About the team The Operations team at Airwallex sits at the intersection of strategy, execution, and customer experience. The Operations Strategy function drives process optimization, strategic initiatives, and cross-functional program delivery across Airwallex's global operations. We partner closely with Engineering, Product, Legal, Security, and Data teams to solve complex problems at scale, ensuring that our operational infrastructure keeps pace with Airwallex's rapid growth. This is a team where you will have direct exposure to senior leadership, work on high-impact programs that shape how the company operates, and grow through ownership of ambiguous, cross-domain challenges. What you'll do As the Associate Director, Operations Strategy, you will own and scale the operational backbone of Airwallex's Americas business, spanning financial operations, client enablement, enterprise customer readiness, and process improvement. You will lead a team responsible for resolving complex payment and settlement exceptions, enabling commercial teams to configure and launch customers at speed, and ensuring enterprise clients move from signed contract to live-in-production with minimal friction. The work is cross-functional by nature: you will partner daily with Solution Engineers, Commercial teams, Financial Partnerships, Product, and Engineering to remove operational bottlenecks and build scalable processes that support Airwallex's rapid growth across the region. This role reports to the Head of Operations, US and offers significant scope to shape how operations scales in the Americas. This role is based in San Francisco. Responsibilities: Lead and oversee financial operations workstreams including payment and deposit investigations, settlement exceptions, banking-partner escalations, recalls, wallet adjustments, and transaction exception handling across Americas platforms. Drive client enablement by partnering with commercial teams to configure customer accounts, enable products and capabilities, manage non-standard pricing, and resolve operational onboarding issues that block revenue activation. Own enterprise customer readiness by coordinating go-live checklists, operational readiness reviews, support model design, payment configuration, billing, pricing, and post-sale handoffs to ensure seamless launches for strategic accounts. Improve operational processes and service quality by redesigning SOPs, increasing straight-through processing rates, enhancing customer experience, strengthening incident handling and escalation frameworks, managing partner migrations, and building operational controls across Americas platforms. Work across functions (Product, Engineering, Financial Partnerships, Commercial, Customer Support) to ensure stakeholder alignment, map dependencies, and deliver desired outcomes on strategic initiatives. Lead, coach, and develop a team of operations professionals, setting clear objectives, running performance calibrations, and building a culture of accountability,