Lead, Payment Operations Strategy & Automation

Deskripsi pekerjaan

We're hiring someone to lead the operational side of how Wise handles payments that don't complete cleanly and to help redesign that operation for a world where AI agents do most of the work. ### Why this role exists Wise moves money across borders for millions of customers globally. Most payments go through cleanly. Some don't — they get delayed, returned, misrouted, or need a human to step in. Those payments are handled by the Payment Operations function. Wise is on a long-term growth trajectory, and operational handling needs to scale in a way that doesn't just track volume linearly. So we've made a deliberate bet: over the next three years, we're rebuilding Payment Operations into a **hybrid human + AI operating model** — where AI agents execute the majority of frontline work, and humans move from *handlers* to *designers, monitors, and escalators* of agent-driven systems. That's the shift you'd lead. ### The role You'd own **Central Payment Operations** at the function level: a team of Product Specialists and Technical Leads embedded alongside our Payment Defects & Incidents product-engineering squad. Together, you and the product-engineering squad share one roadmap, one vision, and one mission. Concretely, you'd: - **Own the outcome.** Move our core operational metrics — cost, first-resolution rate, defect rate, operational loss — at scale. - **Co-shape the roadmap** with the Product Manager and Engineering Lead. You're the operations voice in every strategy conversation, and the technical/product voice back into operations. - **Design the AI transition.** Ship AI-assisted workflows in production. Define and build the evaluation and observability foundations. Prove the design patterns that scale. - **Build the leadership bench.** Grow the senior individual contributors and Technical Leads reporting to you into future leaders. - **Represent the function** in Risk, Compliance, Analytics, Workforce Management, Quality, Training, Internal Audit, and PayOps leadership forums. This role reports to the Head of Central Payment Operations. ### What the first 6 months look like - **Month 1–2:** Land. Meet the team, product-engineering partners, and cross-functional stakeholders. Understand the current operational landscape and the shape of the biggest cost drivers. - **Month 2–4:** Co-shape the next roadmap cycle. Ship the first AI-assisted workflow in production. Stand up the eval framework. - **Month 4–6:** Deliver measurable improvement against the operating-model targets. Establish the operating rhythm for how the team and its product-engineering partners work together. ### What we can offer - **A real mandate.** This isn't a role where you inherit a system and maintain it. You'll shape how Wise handles payment operations at scale for the next chapter of the company. - **A team that already partners deeply with product and engineering.** You don't have to build that from scratch. - **A leader who's done the job.** You get a manager who understands the terrain, not someone who'll ask you to explain it. - **Real career pathways.** PayOps leadership, business operations across servicing, product/analytics, or leading agentic-ops functions.