Oversee user onboarding, account management, and support integration to ensure seamless and engaging user experiences.
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.
Implement user risk management strategies, ensuring compliance with AML/KYC regulations and secure account management processes.
Collaborate with Marketing to execute user acquisition and engagement campaigns, including promotions, loyalty programs, and personalized communications.
Lead rapid resolution of user-related incidents, such as account issues, coordinating with Marketing for transparent communication and Engineering for technical resolutions.
Partner with Engineering and Product Management to enhance platform features, ensuring alignment with user needs.
Design scalable, user-centric workflows for account setup, verification, and transaction processes to streamline user interactions.
Work with Legal and Compliance teams to ensure user operations adhere to global regulations while prioritizing user convenience.
Build and mentor a high-performing User Ops team, fostering a culture of collaboration, user-centricity, and innovation.
Define and track user-focused KPIs, such as retention rates, onboarding conversions, and campaign ROI, using analytics tools.

8+ years of experience in digital assets, fintech, or trading platform operations with a strong user-facing component
Demonstrated success leading cross-functional teams or programs
Strong problem-solving and communication skills — especially under pressure
Business-minded and execution-focused — comfortable balancing user experience with operational needs
Experience handling escalations, working with data, and streamlining user flows
Multi-lingual
Experience working with token listings, campaign operations, or KOL/influencer networks
Background supporting institutional or high-value clients
Familiarity with trading workflows, user segmentation, or VIP lifecycle strategies
Comfort with platform tooling (support dashboards, user analytics, internal ops systems)

Associate Director/Director of User Operations

Key skills