Airwallex

Operations Strategy Leader

US - San Francisco

Sponsorship not specifiedDetected 3 hours ago

Data VisualizationUX ResearchStakeholder ManagementSalesforceCRMResearchLeadershipCommunicationMentoring

About the role

We're building a brand-new Customer Insights function within Operations Strategy.
As an early, foundational hire, you'll help establish a global insights capability that partners with Product, Sales, Marketing, Commercial, Strategy, and Executive leadership to make Airwallex a truly customer-obsessed company.

You'll partner with senior stakeholders to answer the company's most important questions and shape product, go-to-market, and investment decisions - while helping lay the foundations for a high-performing insights team.
Design and implement best-in-class user research methodologies, including customer interviews, surveys, and VoC programs.
Build and maintain dashboards and reporting tools to monitor key customer experience and competitive metrics.
Own executive-ready outputs including regular briefings and quarterly insights reports for leadership.
Collaborate with cross-functional teams across Product, Engineering, Commercial, and GTM to ensure customer insights are integrated into product and service improvements.
Support the hiring and development of analysts and researchers as the team scales.

8+ years of relevant experience in management consulting
Proven expertise in designing and executing research methodologies, including customer interviews, surveys, and data analysis.
Strong analytical skills with the ability to synthesize qualitative and quantitative signals into clear business recommendations.
Experience standing up new processes or programs in fast-moving, ambiguous environments.
Proficiency with research and analytics tools such as Qualtrics or Typeform, and familiarity with BI platforms like Looker or Databricks.

Experience in fintech, payments, or B2B SaaS
Experience managing or mentoring researchers or analysts.
Deep familiarity with payments or fintech customer journeys and market dynamics.
Track record producing C-suite or investor-facing deliverables such as win/loss reports or market narratives.
Familiarity with CRM systems and sentiment mining tools.
Knowledge of regulatory issues such as KYC/AML.
APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS
All official communication will come from an @airwallex.com http://airwallex.com email address.

Lead customer segmentation, persona mapping, and win/loss analysis to understand why customers choose, expand with, or leave Airwallex.

As Senior Manager, Operations Strategy, you'll roll up your sleeves to interview customers, run surveys, analyze data, and deliver clear, executive-ready recommendations.

Airwallex is proud to be an equal opportunity employer.
We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent.
We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions.
If you have a disability or special need that requires accommodation, please let us know.

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.

This listing is sourced directly from Airwallex's careers page and normalized into a canonical job model.