Your opportunity

We’re supporting a fast-growing Canadian fintech that has reimagined how people manage their largest recurring expenses and is focused on helping them gain more value from every dollar spent. Already processing over a billion dollars in annual payment volume and serving a rapidly expanding user base, the team is building critical financial infrastructure that demands robust, secure, and scalable systems. With significant complexity across payments, fraud, and customer support functions, operational rigour is foundational to the company’s success.

As the company enters its next phase of growth, operations are becoming a defining capability. This role is designed to bring cohesion and structure across multiple frontline and back-office teams, ensuring the organization can support new products, higher volumes, and increasing complexity while maintaining a high bar for reliability and execution.

This is a senior, high-impact leadership role that blends hands-on operational ownership with long-term organizational design. For the right leader, the scope is expected to expand over time, with a clear trajectory toward broader executive responsibility, including the potential to track toward a COO role.

Key responsibilities 

• Operations leadership: Consolidate customer support, fraud operations, and payments operations into a unified organization with shared goals, clear ownership, and consistent tooling

• Operating model design: Define scalable processes, workflows, and escalation paths suited to high-volume, transaction-heavy environments

• Team leadership: Hire, develop, and lead managers and functional leads across multiple operational disciplines

• Performance management: Establish KPIs, dashboards, and review cadences to measure efficiency, quality, risk, and customer outcomes

• Cross-functional partnership: Partner closely with product, engineering, data, finance, and compliance to align operations with business and product priorities

• Automation and AI enablement: Identify and implement opportunities to improve operational leverage through automation, tooling, and applied AI

• Risk and controls: Maintain strong operational controls across fraud, payments, and customer-facing processes

• Scale readiness: Ensure the organization is prepared to support new products, increased transaction volumes, and evolving regulatory or risk requirements

Your know-how

• Significant experience leading business operations or operational teams in a high-growth technology or fintech environment

• Demonstrated success scaling multi-function operational organizations, including customer support, risk, or payments-related teams

• Strong systems thinking, with experience designing operating models, processes, and metrics from first principles

• Proven people leadership capabilities, including managing managers and building durable leadership layers

• Comfort operating in complex, regulated, or risk-sensitive environments with high transaction volumes

It’s a bonus if

• You have experience applying automation or AI to operational workflows

• You have experience collaborating with engineering or data teams on internal tooling and process improvement

• Your background includes supporting consumer-facing financial products or payments platforms

Interested in learning more?

Please send your resume or LinkedIn profile URL to talent@lutrapartners.com with “Senior Director, Business Operations” as the subject line. One of our talent partners will be in contact shortly.