Associate Director, Operations Strategy

About the team

The Operations Strategy team at Airwallex plays a pivotal role in driving the company's overall customer experience and operational excellence. We are a collaborative group of analysts, strategists, and operational experts who are passionate about translating vision into action. We leverage data insights, sharp problem-solving skills, and a deep understanding of the business to optimize processes, uplift customer experience, identify uplift opportunities, and ensure Airwallex operates efficiently at scale and can deliver delightful experience to our global customers.

What you'll do

As part of our Operations Strategy team, you'll be tackling complex problems across many different domains, with the overarching aim to improve our global Customer Experience. 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.

This role is based in Singapore.

Responsibilities:

What you will be doing:

• Identify and drive strategic projects to deep dive into the life cycle of each product domain, perform data analysis and drive continuous improvements

• Take a data driven approach to problem solving use data for CX analysis for top enterprise, around specific verticals, OTA, Payroll etc

• Work across functions to ensure stakeholder alignment and deliver desired outcomes

• Prepare and update materials covering project progress, highlighting progress towards goals, key risks and dependencies

• Handle special projects and ad-hoc incoming requests, including deep-dives on issues identified by leadership or functional teams

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

What you will bring:

• 10 + years of experience, including experience with top-tier strategy/management consulting firms and preferably with a fast-growing tech startup

• Strong analytical and problem solving skills essential

• Exceptional stakeholder management and influencing skills, especially with Product and CS teams

• Self-starter who can identify and prioritize opportunities to focus on

• Excellent written and verbal communication and presentation skills

• Technology, Financial Services and/or experience in a high growth environment is advantageous

• Bachelor's degree or equivalent

Preferred qualifications:

You are:

• Someone who enjoys getting things done and finds ways to drive tangible outcomes

• A strategic thinker and analytical in your approach to developing strategies

• Success-oriented and hold yourself accountable for delivering key outcomes

• Someone who works collaboratively with people at all levels, across functions and cultures

• Someone with the ability to synthesize and communicate in a simple but effective manner