Director of Business Operations

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. We’re looking for a Director of Business Operations to join Relay’s Business Operations team, reporting to our VP of Operations. The team’s north star is to scale processes, making Relay’s business teams self-learning, AI-augmented, and faster than the market. You’ll be the number two on the team, partnering across CX, Product, Data, Risk, Finance, and other business functions to identify the highest-impact opportunities and build the workflows, automations, operating cadences, and systems that move them. Your mission is to improve every other team’s north star metrics by transforming how the business runs. This role will help build and scale Relay’s BizOps function across Customer Experience Operations, Product Operations, and Risk Operations. You’ll operate one altitude above functional ops, keeping teams focused on the highest-leverage work while ensuring they have the right processes, data, tooling, and accountability structures to execute effectively. What You'll Be Doing - Partner with the VP of Operations to identify, prioritize, and execute Relay’s highest-impact operational opportunities. - Lead the BizOps function across CX Ops, Product Ops, and Risk Ops, including direct management of the CX Ops Lead and Product Ops Manager. - Build and optimize operating cadences, processes, KPI structures, and accountability systems across BizOps-owned functions. - Drive cross-functional projects with Data and business teams, including business quality scoring, customer data infrastructure, KPI taxonomy, and data quality. - Design, deploy, and improve AI workflows, automations, and agent-driven processes using Claude and Relay’s existing tech stack. - Own a quarterly BizOps roadmap, keeping senior stakeholders aligned on priorities, progress, tradeoffs, and measurable outcomes. - Improve the north star metrics of the teams you support, including CX ticket volume, CSAT, one-touch resolution, Product Ops adoption, and other function-specific KPIs. Who You Are - You’ve led BizOps, Strategy & Operations, Product Ops, CX Ops, Risk Ops, or a similar function in a scale-up environment. - You have hands-on experience designing and deploying AI workflows, automations, or agent-based processes that improved real business outcomes. - You’re data-fluent: you can define KPIs, assess data quality, interpret trends, and use data to prioritize operational work. - You’re a strong systems thinker who can connect people, process, tooling, data, and operating cadence into scalable ways of working. - You’ve managed teams and operate as a player-coach, balancing strategic prioritization with hands-on execution. - You can align senior stakeholders, push back when priorities drift, and keep teams focused on the highest-leverage work. - You’re comfortable with ambiguity, zero-to-one work, and building the playbook while the business continues to scale. The Interview Process - Stage 1: A 30-minute Google Meet video call with a member of our Talent team - Stage 2: A 45-minute Google Meet video call with the VP of Ops - Stage 3: A 60-minute in-person interview with a member of the Leadership team - Stage 4: A take-home case study followed by a 60-minute Google Meet video call with our team Our Compensation Approach We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle. The annual salary range for this role is $234,000 - $286,000 USD For candidates who dem