VP of Global Operational Excellence

The Vice President of Global Operational Excellence is responsible for establishing and continuously optimizing the company's global operational framework, driving standardization, automation, digitalization, and scalability across operations to enhance organizational efficiency, customer experience, compliance capabilities, and profitability.

This role focuses on

Enhancing operational efficiency across global trading platforms
Optimizing customer service systems

Clearing, settlement, and treasury operations

KYC / AML compliance operations

Managing global payment and fiat currency channels

Operations for merchants and institutional clients

Building a global operational middle-office infrastructure

Candidates must possess strong strategic operational capabilities, cross-regional organizational management skills, exceptional process optimization expertise, and a deep understanding of the highly complex, high-risk, and heavily regulated environment of the cryptocurrency industry.

Fundamentally, this role is about:

Leveraging operational excellence to drive scalable business growth and global competitiveness. III. Key Responsibilities
• Global Operations Framework Development

Key Duties:
Establish a unified global operations management framework.

Define global operational standards (SOPs, SLAs, KPIs).

Drive the standardization and institutionalization of operational processes.

Establish global operations governance mechanisms.

Build an operational risk control system.

Promote collaboration mechanisms between regional operations and headquarters.

Optimize the operational organizational structure and functional division of labor.

Enhance organizational efficiency and operational capacity.
• Operational Excellence & Process Optimization

Key Duties:
Lead enterprise-wide operational optimization projects:
Customer Service System Upgrades

Ticketing System Optimization

Deposit & Withdrawal Process Redesign

Clearing & Settlement System Optimization

KYC / KYB Process Optimization

Merchant Settlement Automation

Global Payment Routing Optimization

Global Fund Transfer Mechanism Optimization
User Lifecycle Operations Optimization

Core Objectives

Reduce operational costs.

Improve efficiency.

Enhance customer satisfaction (CX).

Strengthen risk control capabilities.

Increase profitability.
• Automation & Digital Operations

Key Duties:
Enhance

Autonomous operations capabilities.

Automation coverage.

Real-time monitoring capabilities.

Decision-making efficiency.
• Global Customer Experience Management

Key Duties:
Establish a world-class customer service system:
VIP Customer Service System

Institutional Customer Service System

Merchant Support System

24/7 Global Customer Service System

Multi-lingual Customer Support System

Complaint Management Mechanism

Customer Satisfaction Management (CSAT / NPS)

User Retention & Engagement Enhancement Mechanisms

Objectives

Increase customer retention.

Reduce churn rate.

Improve NPS.

Enhance brand trust.
• Global Team Management (People Leadership)

Key Duties:
Manage global teams

Regional Operations Heads

Customer Operations

Treasury Operations

Payment Operations

Risk Operations

Compliance Operations

Process Excellence Team

Automation Team

Operations PMO

Core Responsibilities

Build a global talent pipeline.

Foster a high-performance culture.

KPI Management / OKR Management

Organizational Upgrading

High-Potential Talent Development
Management Leadership Development

IV. Qualifications
Educational Background

Required

Work Experience

Required

20+ years of operational management experience within large-scale enterprises

15+ years of experience in senior management roles

Preferred

Professional Competencies

Required Competencies
• Operational Excellence

Experience in building large-scale global operational systems
Experience in Operational Excellence methodologies

Process Re-engineering capabilities

Practical experience with Lean / Six Sigma

Cost Optimization capabilities
• Industry Understanding

Deep understanding of:
Exchange Operations

Wallet & Custody
Stablecoin Operations

Treasury Management

Cross-border Payments
Settlement Networks

Institutional Crypto

Merchant Services

Global Payment Rails
• Data-Driven Capabilities

KPI Syst

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