Business Operations Manager / Director – Client Onboarding & Partnerships

About the role

This role focuses on the end-to-end B2B client onboarding process, from initial contact and contract finalization through to technical integration and operational readiness. The manager will coordinate with legal, compliance, product, and technology teams to ensure a smooth and scalable client experience. Key responsibilities include managing account setup, credentialing, and related operational processes, while also identifying and resolving onboarding bottlenecks.

The Business Operations Manager/Director acts as the primary operational point of contact for Crypto.com's institutional clients, such as brokers and FCMs. This involves representing the company in client discussions, navigating negotiations, and resolving issues proactively. Building strong client relationships and anticipating operational risks are crucial to prevent escalations and maintain client satisfaction.

Success in this position means driving operational excellence and enhancing the client experience within a dynamic fintech environment. The role requires developing and maintaining operational playbooks, process documentation, and client readiness materials. It also involves tracking key performance indicators, pipeline status, and client health, and leading cross-functional special projects that translate business objectives into clear plans and deliverables.

The salary for this full-time senior role ranges from $98,000 to $162,000 annually.

Skills that matter here

• business operations: This role requires experience in business operations to manage and optimize the end-to-end client onboarding process.
• client onboarding: A core function of this position is to lead and streamline the onboarding journey for B2B clients.
• implementation: The role involves implementing solutions for onboarding bottlenecks and managing complex client rollouts.
• fintech: Experience in the fintech sector is required to understand the industry context and operational nuances.
• regulated financial markets: Background in regulated financial markets is valued, especially concerning CFTC-regulated entities, to ensure compliance and operational integrity.
• management consultancy: Experience in management consultancy is a plus, indicating an ability to diagnose problems and redesign systems effectively.

Who this role suits

• Someone who thrives on diagnosing problems and structuring ambiguous situations to create clear solutions.
• A professional with direct exposure to institutional clients and a knack for building strong relationships.
• An individual who can lead complex, multi-stakeholder rollouts and drive projects to completion.
• A candidate with a background in fintech or regulated financial services, comfortable with the specific demands of these industries.

From the employer

• Own end-to-end B2B client onboarding, from initial engagement and contract execution through technical integration, operational readiness, and go-live.
• Serve as the primary operational point of contact for institutional clients, including brokers, FCMs, introducing brokers, and other market participants.
• Coordinate contract listing, account setup, credentialing, and related operational processes in partnership with legal, compliance, product, and technology, to deliver a seamless and scalable client experience.
• Identify onboarding bottlenecks, design pragmatic solutions, and drive execution from recommendation through implementation.
• Develop and maintain operational playbooks, process documentation, SLAs, escalation paths, and client readiness materials.
• Track and report onboarding pipeline status, client health, operational risks, and KPIs to leadership and cross-functional stakeholders.
• Represent OG.com in client-facing discussions, including navigating negotiations, resolving issues, and prioritizing conversations with sound judgement and credibility. Build strong client relationships, anticipate operational risks, and resolve issues before they escalate.
• Lead cross-functional special projects that do not sit neatly within one function, translating business objectives into clear project plans, milestones, owners, and deliverables.

• 5+ years of experience in business operations, client onboarding, implementation, or strategic operations, ideally within fintech, regulated financial markets, derivatives, exchanges, or clearing.
• Experience at a top-tier management consultancy is a huge plus. We value candidates who can diagnose problems, structure ambiguity, and redesign systems rather than simply execute tasks.
• Implementation consulting or enterprise client launch experience, ideally leading complex multi-stakeholder rollouts, for institutional clients is a strong plus.
• Direct exposure to institutional clients is required.
• Experience with CFTC-regulated entities, including exchanges, clearing houses, futures commission merchants (FCMs), introducing brokers, swap dealers or other comparable regulated market structures is highly valued.
• Deep knowledge of prediction market contracts, UpDown options, Strike Options, margined derivatives, perpetuals, or similar products across multiple asset classes is a strong plus.
• Fintech experience is required, ideally at a high growth or category leading fintech operator. Crypto or digital assets experience is welcome and viewed favorably.

• Competitive salary
• Attractive annual leave entitlement including: birthday, work anniversary
• 401(k) plan with employer match
• Eligible for company-sponsored group health, dental, vision, and life/disability insurance
• Work Flexibility Adoption. Flexi-work hour and hybrid set-up
• Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.