Senior Operations Manager

Position:
Senior Operations Manager (Crypto/Digital Assets)

Company:
Capital.com

Location:
Bulgaria, Sofia City / Poland, Warsaw

Employment type:
Hybrid

Short Summary:
We are a leading trading platform expanding globally, seeking a Senior Operations Manager with crypto expertise to ensure our products are fully supported by operations. This role involves coordinating between various teams to maintain smooth operations for clients.

Responsibilities:
- Act as the single point of coordination between the business and the centralised back-office, customer support, and payments teams.
- Drive operational readiness for new products, markets, and jurisdictions.
- Escalate regulated decisions to compliance and the MLRO.
- Design, document, and standardise operating processes.
- Identify automation opportunities and implement them.
- Configure and maintain operational tooling supporting the client journey.
- Design operational controls and define SLAs across various functions.
- Track and report operational metrics and drive fixes for breaches.
- Support internal and regulatory audits with operational evidence.

Requirement:
- 5+ years in operations within regulated financial services, fintech, brokerage, payments, or crypto, including 1-2 years leading teams.
- Proven project and stakeholder management experience.
- Experience in process design and operational automation.
- AI-native mindset with fluency in using AI-assisted tools.
- Expert-level knowledge of support and CRM systems, particularly Zendesk.
- Hands-on experience in client operations, KYC/AML operations, and payments.
- Working knowledge of AML/CTF and KYC/EDD as applied to crypto.
- Data-literate with the ability to build and read KRI dashboards.

Benefits:
- Competitive Salary
- Work-Life Harmony
- Generous Time Off
- Employee Referral Program
- Comprehensive Health & Pension Benefits
- Workation Wonderland: 30 extra days to work remotely
- Volunteer Days: Two additional paid days to support causes you care about