Head of Operations, itBit

NYC & Singapore

ABOUT ITBIT
itBit is a global exchange and custodian offering institutional and retail investors a regulated platform to buy, sell and hold crypto assets. In 2015, itBit obtained a New York State trust company charter and became the first regulated Bitcoin exchange in the U.S. As a regulated financial services company based in New York City, itBit is focused on meeting the sophisticated needs of institutions, active traders and other bitcoin trading professionals. In addition to New York City, itBit has an office and operational teams based in  Singapore.

We pride ourselves on a very high hiring bar which is why instead of a standard job description, we think of our roles first and foremost in terms of the outcomes they are meant to achieve over a defined timeframe. Outcomes are meaningful work products that have a significant impact on the team and the business. We also have a strong point of view on how someone in that role could succeed in achieving those outcomes and eventually at itBit. This is why you will see a section below on how to achieve outcomes which is where we take the Operating System of itBit - our culture - and make it relevant to this role. We hope you will enjoy reading this as much as we enjoyed writing it.

 

OUTCOMES

  • Be a trusted advisor for senior leadership on key business and operational activities primarily related to how we improve our overall support experience on the exchange and mitigate operational, legal, brand and regulatory risk. Success is measured by the quality of advice offered on business operations by considering multiple perspectives, qualitative and quantitative data.
  • Drive forward creative solutions to continue to improve the following: our customer satisfaction, best in class support and localization of our services, user trust in the security of our platform and how your team evangelizes feedback that improves our product for existing and new business lines with clearly established metrics for each.. Do this by evangelizing automation solutions to vexing operational problems.
  • Oversee day-to-day service delivery of account support operations, compliance procedures and security management against defined KPIs in a highly dynamic and fast paced environment.
  • Build optimal long-term staffing plans for customer operations by balancing between Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness.

 

HOW TO ACHIEVE THE OUTCOMES

Technical Acumen Required:

  • Proficient at taking best-in-class customer service practices and adapting them to meet the needs of our product. This goes beyond mere NPS scores but truly being able to articulate what the right benchmarks should be and then executing to get there.
  • Adept at drawing the right insights from operational data/metrics that will help make decisions regarding future services to customers, new product feature requirements or other changes to compliance and/or operational procedures.

 

Commitment to Excellence:

  • Develop a track record of constantly disrupting operations through the use of technology and automation. Be the advocate for this rather than the blocker because it disrupts your world.
  • Have a single minded obsession to hiring the best talent and then developing top talent. This requires not just radical candor in managing performance but also a willingness to unblock your team and get out of the way.

 

Search for the Truth:

  • Insist on operational solutions keeping the customer/user experience as your north star. Reject possible solutions that optimize for other variables by significantly compromising the customer/user experience.
  • Be able and willing to detach yourself from the inertia of day-to-day operations in considering new and unconventional solutions to operational issues while still hitting today’s metrics.

 

Respect Everyone:

  • Develop and earn the trust of your core stakeholders in business development, engineering, product and compliance by the quality of your interactions and your ability to meaningfully impact their world.
  • Earn the trust of your team members by being dependable, the quality and timeliness of your feedback and your commitment to developing them.


ITBIT IS AN EQUAL OPPORTUNITY EMPLOYER. IT DOES NOT DISCRIMINATE ON THE BASIS OF SEX, AGE, COLOR, RACE RELIGION, MARITAL STATUS, NATIONAL ORIGIN, ANCESTRY, SEXUAL ORIENTATION, PHYSICAL AND MENTAL DISABILITY, MEDICAL CONDITION, GENETIC INFORMATION, VETERAN STATUS OR ANY OTHER BASIS PROTECTED BY FEDERAL, STATE OR LOCAL LAW.

 


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