[EU]Chief Operating Officer, EU

Bybit EU is seeking a Chief Operating Officer to be the single accountable owner of the end-to-end operational experience for European customers, ensuring a seamless customer journey while driving operational efficiency and reducing cost to serve. This executive leadership role covers AML/AFC operations, customer services, payments, MiFID operations, trading desk operations and external partner management, with a strong focus on operational efficiency, risk management and sustainable business growth. You report directly to the EU Group CEO and work closely with Compliance, Risk, Finance, Technology, Product and global Operations teams to build and maintain a robust and scalable European operating model.

What you'll do

• Define and execute the European operational strategy aligned with business objectives and regulatory requirements.
• Oversee day-to-day operations across European entities, ensuring efficiency, scalability and service quality.
• Own operational budgets, KPIs, resource allocation and performance management.
• Drive operational transformation, automation and continuous process improvement.
• Own the end-to-end customer journey across operational functions, working with Product, Technology and global teams to remove friction, address root causes and deliver measurable improvements in customer experience and cost to serve.
• Oversee AML/AFC operations, including KYC/KYB, customer due diligence, transaction monitoring, sanctions screening and financial crime investigations.
• Ensure effective operational controls, escalation procedures and compliance with applicable regulatory requirements.
• Partner with Compliance, MLROs and Risk teams to strengthen financial crime prevention and operational effectiveness.
• Lead European customer service operations across retail, VIP and institutional customer segments.
• Drive customer satisfaction, service quality, complaint resolution and operational efficiency.
• Establish service standards, KPIs and scalable customer support capabilities.
• Oversee payment operations, including fiat deposits, withdrawals, transaction processing, reconciliation and settlement.
• Ensure efficient and reliable payment services across banking partners, payment providers and internal platforms.
• Support the operational delivery and development of regulated EMI payment services.
• Oversee MiFID-related operations and European trading desk activities within applicable regulatory permissions.
• Ensure effective trade execution processes, order management, reconciliation, settlement and operational controls.
• Partner with Product, Trading, Risk and Compliance to support trading products, market operations and regulatory requirements.
• Manage strategic operational relationships with banks, payment providers, custodians, liquidity providers and outsourced service partners.
• Oversee partner performance, service agreements, outsourcing arrangements and third-party operational risks.
• Develop and optimise partnerships to support business growth, resilience and operational efficiency.
• Establish effective operational governance, internal controls, risk management and business continuity frameworks.
• Ensure operational compliance with applicable European regulatory requirements, including MiCA, MiFID II, AML and DORA.
• Oversee operational incident management, audit readiness, regulatory remediation and management reporting.
• Build and lead high-performing European operations teams across all responsible functions.
• Set clear objectives, KPIs and accountability across the organisation.
• Act as a key member of the European executive leadership team, collaborating with global and local stakeholders to achieve business objectives.

What you bring

• 15+ years of relevant experience in financial services, banking, fintech, digital assets, brokerage or capital markets, including significant executive leadership experience.
• Strong ownership mentality, high agency and critical thinking: you take accountability for outcomes, challenge assumptions and drive issues through to resolution across organisational boundaries.
• Proven experience managing complex, multi-functional operations in regulated financial services environments.
• Strong understanding of crypto trading, digital assets, payment services, AML/AFC and MiFID-related operations.
• Demonstrated experience leading customer operations, payments, trading operations and external service providers.
• Strong knowledge of European regulatory frameworks, including MiCA, MiFID II, AML, DORA and payment services regulations.
• Proven ability to scale operations, improve efficiency and implement effective governance and risk management frameworks.
• Experience managing outsourcing arrangements, banking relationships and strategic external partners.
• Strong commercial, analytical and financial management skills, with experience managing budgets, KPIs and operational performance.
• Proven leadership experience across international teams and multiple European jurisdictions.
• Excellent strategic thinking, decision-making, communication and stakeholder management skills.
• Fluent English; additional European languages are an advantage.
• Bachelor's or Master's degree in Business Administration, Finance, Economics, Banking, Management or a related field; equivalent relevant professional experience will also be considered.

Nice to have

• Background in management consulting, banking or trading with strong critical thinking, analytical judgement and proven hands-on experience leading teams and improving business performance.
• Chinese language proficiency.

What we offer

• Study Growth Fund to support your professional development and continuous learning.
• Internal Events: participate in regular team-building activities, workshops and events designed to promote collaboration and innovation.
• Global Collaboration: work as part of a diverse, international team with colleagues from around the world.
• Career Advancement: access opportunities for growth and advancement within a rapidly expanding global company.
• Internal Mobility: grow with us through internal job opportunities to help build your career path.

About Bybit

Established in 2018, Bybit is one of the world's leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services and Web3. Bybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area.