Head of Business Operations — Business

THE ROLE Taptap send is building a Business product, leveraging the best-in-class cross-border payment network we have built. This is a new product line we’re building from the ground up and we are looking for a hungry, hands-on generalist to build and scale the operations behind it. You will own high impact, high urgency, needle-moving goals on a new and fast growing product in an established start up. Taptap Send Business is early and growing fast. Businesses are already using us to pay people and suppliers across emerging markets, and we are launching a wider set of products and geographies. Every launch is a new promise to a business customer whose payroll, suppliers and cash flow depend on us getting it right. This role reports to the Director of Business Operations and owns the service our business customers get. You will be given high agency and high autonomy, working across Product, Data, Engineering and Compliance to build and run best-in-class support for a product line that is growing fast. THE OUTCOME YOU WILL DRIVE - Business customer retention — build an AI native account management support that is an order of magnitude better than anything on the market. - A service excellence our BPO partners deliver to, consistently, as volume and product complexity increase. - Launch readiness — every new product and geography requires specific support, you build it and run it. - Insight to build a Product businesses love — you’re the closest to what business customers actually ask, you quantify it and get it into the roadmap. - Cost of support — own the budget for support and make it more efficient with scale. RESPONSIBILITIES - Design, build and run best-in-class support for the Business product, end to end - Identify unhappy paths, build and automate solutions and work with product to fix at scale - Design, build and maintain AI-powered workflows and automations that reduce manual effort, improve retention and scale Operations effectively - Take operational functions and processes from 0 to 1, then 1 to 100 - Set the standard our BPO partners are held to — playbooks, QA, KPIs — and hold the performance bar high - Structure complex and ambiguous problems by conducting ad hoc analysis - Act as Product Ops for the Business line: turn what customers tell us into evidenced product priorities, and get them built - Work across highly technical and specialised product, engineering and data colleagues to deliver an experience business customers stay for - Own support for each new launch, from readiness through to a steady, automated state REQUIREMENTS - 5-7+ years of high-performing experience in a fast pace, analytical environment - B2B account management, customer success or business operations for a business/SME product is what we are looking for, you know what business customers expect and what it takes to deliver it - You are looking for a role where you can directly drive the impact, where you are the owner and have autonomy to make decisions and drive outcomes - You take ownership, are dependable, and do the hard things to make things work. You own the problems end-to-end and constantly ship improvements - Comfortable using SQL to drive decisions daily - Willingness to build and iterate on AI-powered workflows and automations - No task too small, willingness to dive in and sweat the details regardless of the tool or problem - Instinct to add 'just enough' process to scale without cumbersome bureaucracy - Comfortable in a regulated, 24/7 business where the stakes for the customer are real - London, office based HOW WE WORK A BizOps role at Taptap Send is a super Individual Contributor. For your topic you are the single threaded owner, the analyst, the pro