As the Senior Director of Business Operations, you will get to unify and scale front‑line and back‑office operations across Customer Support, Fraud Operations, and Payments Operations into a single, high‑performing organization. This leader will own operational readiness for major product and feature launches, define and implement an AI‑first operations model, and build the systems, controls, and talent required to scale efficiently and responsibly. The role reports directly to the CEO and is designed to grow into a COO‑level position over time. This is a senior operator role for someone who can run day‑to‑day operations flawlessly while architecting the operating model for future scale. You will consolidate multiple functions into one aligned organization, own launch readiness, drive AI‑first automation, and ensure robust payments and reconciliation controls. What You’ll Do Build and lead a unified Operations organization Consolidate Customer Support, Fraud Operations, and Payments Operations into one operating model with clear ownership, shared goals, and consistent tooling. Hire, develop, and lead managers and team leads; define org structure, capacity planning, career ladders, and performance management.



Establish operating cadence including weekly metrics reviews, incident retrospectives, QA programs, SOPs, training, and continuous improvement loops. Own launch readiness and cross‑functional execution Partner with Product, Engineering, Risk/Compliance, Finance, and Data to ensure operational readiness for current products and features. Create and own a repeatable Launch Readiness framework covering staffing, tooling, training, workflows, escalation paths, and go‑live checklists. Drive post‑launch retrospectives and translate learnings into durable process and product improvements. Build an AI‑first operations model Define strategy and roadmap for scaling operations with AI: self‑serve support, agent assist, intelligent triage, automated investigations, and reconciliation support. Identify high‑ROI workflows for automation and implement guardrails, QA, and governance to ensure accuracy, compliance, and customer trust. Use data to measure impact across handle time, resolution rates, fraud loss, dispute outcomes, and cost‑to‑serve, and continuously optimize. Own payments operations and reconciliation oversight Ensure smooth end‑to‑end

📌 Head Of Unified Operations & Ai-First Scale (Toronto)
🏢 hireVouch
📍 Toronto