Build the leadership bench. Grow the senior individual contributors and Technical Leads reporting to you into future leaders.
Represent the function in Risk, Compliance, Analytics, Workforce Management, Quality, Training, Internal Audit, and PayOps leadership forums.
Month 1–2: Land. Meet the team, product-engineering partners, and cross-functional stakeholders. Understand the current operational landscape and the shape of the biggest cost drivers.
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Wise is on a long-term growth trajectory, and operational handling needs to scale in a way that doesn't just track volume linearly. So we've made a deliberate bet: over the next three years, we're rebuilding Payment Operations into a hybrid human + AI operating model — where AI agents execute the majority of frontline work, and humans move from handlers to designers, monitors, and escalators of agent-driven systems.
That's the shift you'd lead.
You'd own Central Payment Operations at the function level: a team of Product Specialists and Technical Leads embedded alongside our Payment Defects & Incidents product-engineering squad. Together, you and the product-engineering squad share one roadmap, one vision, and one mission.
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