Senior Associate, Operations Strategy

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex’s mission to empower businesses globally. WHAT YOU’LL DO As Senior Associate, Operations Strategy, you will be a core problem solver and thought partner to our Operations and business leaders. You will lead high impact projects end to end across onboarding, risk, payments, and support operations, owning everything from diagnosing issues to implementing solutions and measuring outcomes. You will combine strategic thinking with a strong analytical toolkit, using SQL and other analytics tools to uncover insights, improve key metrics such as KYC/onboarding pass rates and SLAs, and support adjacent teams with data driven decision making. This role is based in San Francisco. Responsibilities: - Drive process improvement across core Operations workflows, such as KYC/KYB onboarding, case handling, and transaction monitoring, to reduce cycle times and error rates while maintaining strong controls and compliance. - Lead special projects focused on strategic topics like onboarding conversion, operational readiness for new products, and optimization of support or risk operations; define scope, success metrics, and timelines, and manage projects through to execution. - Use SQL, Excel, and BI tools to pull and analyze data, build dashboards, and generate insights that inform prioritization, capacity planning, and performance tracking for Operations and partner teams. - Partner closely with cross functional stakeholders in Product, Engineering, Revenue Strategy & Operations, Risk, Compliance, and Customer Support to design scalable processes, resolve bottlenecks, and ensure operational readiness for new initiatives. - Create and maintain clear documentation, SOPs, and KPIs for key processes, ensuring they are well understood, measurable, and scalable as the busin