Senior Director, Operations

About RockWallet

Rock Solid. Rock Confident.

At RockWallet, our vision is for anyone to be able to access and thrive in the digital economy. It's our mission to help you make the most of the opportunities available by building products that empower people to navigate digital asset usage easily, securely, and with confidence. Our self-custodial, multicurrency wallet puts you in charge of your digital assets. RockWallet's app makes it quick and easy to buy, use, store, and swap top cryptocurrencies — all in one place. RockWallet is registered with FinCEN as a Money Service Business.

Role Overview

RockWallet is seeking a strategic, execution-focused Senior Director, Operations to lead and scale operational functions as the company grows across its global footprint. Reporting to the President & COO, this role owns the company's performance management framework, drives enterprise AI adoption, and partners closely with senior leadership to translate strategic priorities into measurable operational outcomes.

The ideal candidate is a hands-on operational leader with deep experience in FinTech, digital assets, payments, or regulated financial services. They bring a strong command of data analytics, operational controls, regulatory expectations, and scalable process design — along with a proven track record of implementing enterprise AI/LLM platforms at scale and building high-performing teams.

If you are a FinTech / Crypto / Digital Asset leader who thrives at the intersection of strategy and execution, we want to hear from you.

Key Responsibilities

Operational Strategy & Performance

·       Develop and execute RockWallet's operational strategy — translating company-wide priorities into a clear, measurable execution roadmap.

·       Own and drive the company's OKR and KPI framework, including goal-setting cycles, progress tracking, escalation protocols, and executive reporting — serving as the connective tissue that keeps the organization aligned and accountable.

·       Act as the operational intelligence function for the business — proactively interpreting data analytics to surface risks, identify opportunities, and drive corrective action before issues impact results.

·       Develop organizational structures, governance frameworks, and reporting mechanisms that give leadership clear, real-time visibility into performance across all operational domains.

Operational Excellence & Process Governance

·       Oversee end-to-end operational workflows across onboarding, funding, trading, withdrawals, settlements, and customer support — setting ownership, SLAs, and performance targets across each function.

·       Identify and eliminate operational bottlenecks through analytics-driven insight and automation-first solutions that improve throughput, reduce friction, and enhance customer experience at scale.

·       Support scalable operational infrastructure across RockWallet's multi-jurisdictional footprint, helping ensure consistency, compliance, and efficiency across all markets.

·       Partner with Compliance, Risk, Product, Engineering, Finance, and Marketing to operationalize strategic initiatives, ensure regulatory adherence, and drive cross-functional execution.

Enterprise AI & Technology Leadership

·       Drive AI adoption using leading enterprise AI/LLM platforms — identifying high-value use cases, leading implementation, automating workflows, and building organizational capability around AI-powered operations.

·       Support RockWallet's ICONIC-AI initiative and related autonomous agent architecture, helping ensure governance, accountability, and business impact at each deployment stage.

·       Champion a data-first, automation-driven operational culture across the team.

Leadership & Team Development

·       Build, mentor, and lead high-performing operational teams — fostering a culture of accountability, performance excellence, and customer-centric thinking.

·       Partner with the Vice President of Operations and cross-functional leaders on resource allocation and organizational design decisions.

·       Support succession planning and talent development within the Operations function.

How We Get Things Done — Our ICONIC Values

Our ICONIC values shape how every RockWallet team member works. We look for a Senior Director, Operations who brings them to life every day:

·       Integrity — Does the right thing, even when it's inconvenient; raises risks and concerns early rather than working around them, and treats customer trust and data security as non-negotiable.

·       Collaborative — Works across boundaries and avoids silos; shares information proactively, seeks input from relevant stakeholders, and prioritizes organizational outcomes over individual or team wins.

·       Ownership — Takes responsibility for outcomes, not just tasks; follows through on commitments, closes loops, and thinks end-to-end about impact on customers, teams, and the business.

·       Nimble — Adapts quickly while staying disciplined; responds effectively to change, balances speed with sound judgment and compliance, and avoids over-engineering when simpler solutions will work.

·       Innovative — Continuously improves how we work and what we deliver; challenges outdated processes and uses data, experimentation, and new tools — including AI — to drive practical improvement.

·       Customer — Puts the customer at the center of decisions; designs solutions that reduce friction and balances business goals with customer trust and experience.

Candidate Profile

Required

·       10+ years of progressive operational leadership experience in FinTech, cryptocurrency, payments, banking, or financial services.

·       5+ years managing senior operational teams in a fast-paced, high-growth environment, with direct accountability for performance outcomes.

·       Hands-on experience with payments or banking operations — including payment rails, ACH/wire processing, settlement operations, or card/stablecoin payment acceptance — with working knowledge of related compliance and reconciliation workflows.

·       Demonstrated ownership of OKR and KPI frameworks, with a proven track record of driving measurable business outcomes through performance management.

·       Strong analytical capability — able to interpret complex data sets, identify patterns, and translate insights into operational action.

·       Proven experience implementing enterprise AI/LLM platforms at scale, including identifying use cases, leading deployment, and driving organizational adoption.

·       Experience supporting or leading SOC 2 Type 2 and/or ISO 27001 compliance initiatives, including operational readiness, audit preparation, and ongoing controls management.

·       Strong understanding of operational risk, regulatory frameworks, KYC/AML workflows, transaction operations, and customer support operations in regulated environments.

·       Experience scaling operational processes across multiple geographies within regulated financial environments.

·       Exceptional leadership, communication, and stakeholder management skills, including executive-level presentation capability.

·       Bachelor's degree in Business, Finance, Operations, or a related field.

Preferred

·       Experience at the Director or senior leadership level within cryptocurrency or digital asset platforms.

·       Familiarity with blockchain transaction operations and custody workflows.

·       MBA or advanced business degree.

·       Experience with enterprise operational tooling, CRM systems, and workflow automation platforms at scale.

·       Lean Six Sigma, operational excellence, or similar certifications.

Key Competencies

·       Strategic Thinking & Execution

·       Operational Excellence

·       OKR & KPI Ownership

·       Data-Driven Decision Making

·       Enterprise AI / LLM Implementation

·       Change Management

·       Cross-Functional Leadership

·       Process Optimization & Automation

·       Risk & Regulatory Management

·       Executive Communication

·       Customer-Centric Mindset

·       Scalability & Multi-Jurisdictional Execution

Benefits

·       Work from home

·       A competitive compensation package

·       Diverse and dynamic work environment

·       Work-life balance and support for career development

How to Apply

Please submit your resume in our preferred file format — PDF (not .DOC). Thank you.

We thank all interested applicants; however, only those under consideration will be contacted.

Equal Opportunity Employer

RockWallet, LLC is an Equal Employment Opportunity / Veterans / Disabled / LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

This job posting may involve the use of artificial intelligence (AI) — such as automated resume screening or candidate assessment — at one or more stages of the recruitment process. If AI tools are used, all decisions are overseen by a human reviewer.