Aave Labs develops products and infrastructure across decentralized finance and Web3. Its work includes DeFi building blocks such as the GHO stablecoin, smart contract development, and decentralized social tools including the Lens protocol. The team operates in the crypto and Web3 sectors.
Director of Operations, Ireland (Hybrid)
Lead customer operations, controls, and complaints management as Aave Labs scales its global onchain lending business. Oversee regulated operations in Ireland, operational resilience, and performance.
Apraksts
- Build and expand operational strategy, teams, and processes for a growing global business and customer base.
- Manage day-to-day operations at Push Virtual Assets Ireland Ltd as PCF-42, covering operational risk, controls, and regulatory duties.
- Find bottlenecks, inefficiencies, and operational risks, then introduce processes and systems that improve reliability, speed, and execution.
- Maintain a consistently high standard of customer care from onboarding through ongoing support and issue resolution.
- Lead the Group’s complaints framework, including identifying, investigating, escalating, resolving, and adjudicating complaints within the Irish regulated entity.
- Apply tools, automation, and AI to cut manual work and improve experiences for customers and teams.
- Set and track operational KPIs, using performance data to guide actions and priorities.
- Bring operational and customer insights into product development and prepare teams for product releases and launches.
- Manage relationships with operational vendors and service providers, including their performance.
- Work with Compliance and Legal on regulatory duties and customer outcomes.
- Partner with ICT and Security on operational resilience, incident response, and business continuity.
- Recruit, coach, and develop a strong Operations organisation.
- Deliver operational reports and management information to executive leaders and relevant Boards.
Prasības
- At least eight years in Operations, Customer Operations, Business Operations, or a related field, including substantial senior leadership experience.
- Experience building or scaling operations in a high-growth consumer technology, fintech, or financial services company.
- Experience across regulated and unregulated business activities, with knowledge of their distinct operational, governance, and control needs.
- Experience delivering customer experiences at scale.
- A record of designing scalable processes and operating models.
- Knowledge of technology, automation, and AI for improving operational efficiency.
- Strong data skills, including setting KPIs, analysing performance, and prioritising improvements.
- Experience working across functions with Product, Engineering, Compliance, and other teams.
- Strong knowledge of operational and governance requirements in regulated financial services, including customer complaints, operational risk, and regulatory accountability.
- Experience as a PCF-42 or in a comparable regulated role.
- Crypto or Web3 experience is strongly preferred, especially with consumer-facing products, but is not required.