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. 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.

Consolidate Customer

Support, Fraud Operations, and Payments Operations into one operating model with explicit ownership, shared goals, and consistent tooling. 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. Partner with Product, Engineering, Risk/Compliance, Finance, and Data to ensure operational readiness for new 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. 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. Define and own KPIs and OKRs across support, fraud, and payments; Improve quality and reduce cost‑to‑serve through workflow redesign, tooling, knowledge management, and intelligent deflection. Establish fast, customer‑centered, and blameless escalation and incident management processes. 10+ years (or 8+ with exceptional fit) of Business Operations or Operations leadership experience in complex, high‑volume B2C environments, ideally with payments and risk/fraud components.

Proven experience leading and scaling multi‑function operations teams (Support, Risk/Fraud, Payments/FinOps).

Strong working knowledge of payments operations: settlement flows, exception handling, disputes, and reconciliation controls. Track record of using automation and AI to materially improve efficiency and quality, from experimentation through rollout and governance. Data‑driven operator comfortable defining metrics, building operating rhythms, and driving measurable improvements.

Experience in fintech, payments platforms, marketplaces, or other high‑throughput transaction businesses.

Experience implementing modern support and operations stacks (CRM, ticketing, QA tooling, knowledge base, workforce management). Familiarity with compliance and risk frameworks relevant to payments.

Experience building shared services or “operations platform” functions that support multiple product lines. You’ll help define what AI‑first operations look like in a real‑world payments and risk environment.

📌 Senior Director Of Business Operations (Winnipeg)
🏢 hireVouch
📍 Winnipeg