As the Head of Product Operations, you are the strategic leader responsible for driving the Global Product Operations function @ OFX. You will lead a team of Product Operations Managers, enabling them to be the "glue" that connects product, technology, and sales and service operations. Your purpose is to drive operational excellence and provide critical insights to inform strategic decisions across the organisation, while ensuring a world-class client and employee experience at scale. Team Leadership & Management Lead and mentor a global team of Product Operations Managers, creating a culture of continuous improvement and data-driven decision-making.
 By providing clear direction and development opportunities, you will empower your team to proactively solve problems and navigate the complexities of a fast-paced, global organisation.Strategic Oversight & Service Delivery Lead the global incident response and resolution process, owning the escalation path for high-impact product issues. You'll use insights from client feedback and support tickets to provide strategic direction and ensure timely resolution.Establish and maintain SLAs to provide world-class support for our operational teams and clients. Serve as the primary point of contact for senior leaders across Product, Technology, and Operations, ensuring seamless alignment and communication.Manage the product feedback loop, leveraging strategic insights to inform and optimise product strategy for new features and products from launch through to ongoing improvement.Operational Excellence & Continuous Improvement Lead a team that evaluates, optimises, and scales product systems and processes, specialising in core financial services such as payments, cards, and treasury.Drive a data-first approach to product operations. This includes analysing support tickets and client issues to identify key themes and trends, building reports and dashboards to track performance and efficiency, and using these insights to inform product enhancements and client experience.Direct the creation of comprehensive, easily accessible product knowledge management systems and processes for all stakeholders.