Associate Director / Director of User Operations

Associate Director / Director of User Operations

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Associate Director / Director of User Operations

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Join to apply for the Associate Director / Director of User Operations role at BTSE

DGTL is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. DGTL is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market.

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

About The Opportunity

We are seeking a dynamic Director of User Operations to lead user-centric operations for our global digital asset platform. This pivotal leadership role is dedicated to delivering exceptional user experiences by spearheading user operations, driving data-informed engagement strategies, and fostering seamless collaboration with Marketing, Data, Engineering, and Product Management teams. You will champion initiatives such as optimizing user on-boarding, supporting targeted marketing campaigns, and resolving user incidents swiftly, all while leveraging advanced data insights to boost engagement and retention. With deep expertise in user operations, digital platforms, and regulatory compliance, you will align user-focused strategies with our mission to deliver a secure, efficient, and innovative environment.

Responsibilities

• User Operations Leadership : Oversee user onboarding, account management, and support integration to ensure seamless and engaging user experiences.
• User Data Management : Partner with the Data team to analyze user behavior and engagement metrics using tools like Amplitude, Mixpanel, or Google Analytics to optimize platform functionality and retention.
• User Risk Control : Implement user risk management strategies, ensuring compliance with AML / KYC regulations and secure account management processes.
• Campaign Marketing Support : Collaborate with Marketing to execute user acquisition and engagement campaigns, including promotions, loyalty programs, and personalized communications.
• Incident Handling (User & Marketing) : Lead rapid resolution of user-related incidents, such as account issues, coordinating with Marketing for transparent communication and Engineering for technical resolutions.
• Cross-Functional Collaboration : Partner with Engineering and Product Management to enhance platform features, such as intuitive user interfaces and personalized tools, ensuring alignment with user needs.
• Process Optimization : Design scalable, user-centric workflows for account setup, verification, and transaction processes to streamline user interactions.
• Compliance & Regulatory Alignment : Work with Legal and Compliance teams to ensure user operations adhere to global regulations (e.g., MiCA, MAS, SEC) while prioritizing user convenience.
• Team Leadership : Build and mentor a high-performing User Ops team, fostering a culture of collaboration, user-centricity, and innovation.
• Performance Monitoring : Define and track user-focused KPIs, such as retention rates, onboarding conversions, and campaign ROI, using tools like Tableau, Looker, or Salesforce.
• Strategic Alignment : Align user operations with the company’s strategic goals, supporting global expansion and market responsiveness through user-driven innovations.
• Innovation & Automation : Drive user-focused automation initiatives, such as personalized dashboard

Requirements

Nice to haves

Perks & Benefits

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Other

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