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Toronto, Ontario, Canada Agilus Work Solutions Full timeAgilus' client is seeking a Senior Director of Business Operations to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payment Operations into a single, high-performing organization. As a leader will own operational readiness for major launches, build an AI-first operations model, and develop systems,...
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Senior Director, Business Operations
1 month ago
Agilus' client is seeking a Senior Director of Business Operations to unify and scale front-line and back-office operations across Customer Support, Fraud Operations, and Payment Operations into a single, high-performing organization. As a leader will own operational readiness for major launches, build an AI-first operations model, and develop systems, controls, and talent to scale efficiently. The role reports directly to the CEO and has a clear growth path to COO. Key Responsibilities Build and lead a unified Operations org: Consolidate Support, Fraud Ops, and Payment Ops under one model; hire and develop managers; set structure, capacity planning, and performance management. Own launch readiness: Partner with Product, Engineering, Risk, Finance, and Data to ensure operational readiness for new features; create repeatable frameworks for staffing, tooling, and workflows. Drive AI-first operations: Define strategy for automation and AI-driven workflows (self-serve support, agent assist, intelligent triage); measure impact and optimize continuously. Oversee payments operations: Ensure smooth execution of payment flows, exceptions, disputes, and reconciliation; strengthen controls and auditability in partnership with Finance. Establish operational excellence: Define KPIs/OKRs, build dashboards, improve quality and cost-to-serve, and implement escalation and incident management processes. Requirements 10+ years (or 8+ with exceptional fit) in BizOps/Operations leadership within high-volume B2C environments, ideally with payments and risk/fraud components. Proven experience leading multi-function operations teams and scaling through growth. Strong knowledge of payments operations (settlement flows, disputes, reconciliation controls). Ability to partner cross-functionally and influence product roadmaps. Track record of leveraging automation and AI for efficiency and quality. Data-driven operator with experience defining metrics and driving measurable improvements. Exceptional judgment and calm execution in high-stakes situations. Nice to Have Experience in fintech, payments platforms, or marketplaces. Familiarity with modern support stacks (CRM, ticketing, QA tooling). Understanding of compliance/risk frameworks relevant to payments. Experience building shared services or ops platforms for multiple product lines. Why This Role is Special Own three mission-critical teams and turn them into a single, scaled operating engine. Define what AI-first operations looks like in a real payments + risk environment. Clear growth path to COO for a leader who can build durable systems and drive execution.
