Head of Consumer Operations

As Head of Consumer Operations at Blockchain, you own the financial operations backbone that powers the consumer crypto business. You are accountable for the full lifecycle of consumer money movement - deposits, withdrawals, settlements, and reconciliation - across both fiat and cryptocurrency assets, at scale. You will build and lead a high-performing operations team, drive operational readiness for new products and geographic expansions, and partner closely with Compliance, Treasury, Product, and Engineering to keep the platform fast, reliable, and trustworthy for millions of consumers.

What you'll do

• Own end-to-end financial operations for the consumer business - deposits, withdrawals, settlements, and reconciliation - across both fiat and cryptocurrency assets at scale.
• Define and manage SLAs for customer-impacting operational metrics including withdrawal processing time, transaction success rate, and dispute resolution turnaround.
• Build and maintain documented SOPs and a control framework for consumer money movement, including segregation-of-duties and audit-readiness.
• Build, lead, and scale a high-performing operations team covering reconciliation, asset movement, and support ops, including workforce planning for distributed or outsourced functions as volume grows.
• Own consumer-facing incident response for operational disruptions such as failed withdrawals, settlement delays, and banking or exchange outages, including customer communication protocols during incidents.
• Drive operational readiness for new product launches and geographic expansions - financial infrastructure, licensing and regulatory dependencies, and go-live runbooks - in partnership with Product, Compliance, and Engineering.
• Develop and refine scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency as the consumer base grows.
• Partner with Compliance and Legal to operationalize AML, fraud prevention, and KYC-related controls affecting consumer transactions; own fraud-loss and chargeback or dispute metrics for the consumer book.
• Partner with Treasury on liquidity and cash positioning for consumer-facing flows, ensuring operational execution aligns with Treasury's risk and funding strategy.
• Own vendor management and performance monitoring for payment processors and banking partners - uptime, fee structures, dispute rates, and relationship health.
• Analyze operational and financial data such as transaction success rates, time-to-resolution, and cost-per-transaction to drive strategic decisions and continuously improve performance.

What you bring

• 10+ years of experience in financial operations, payments operations, or treasury operations, including 4+ years in a senior leadership role, ideally within crypto, fintech, or a regulated financial institution.
• Direct experience managing fiat and cryptocurrency money movement (deposits, withdrawals, settlements) at meaningful transaction volume and scale.
• A track record building and leading operations teams through periods of rapid growth, including workforce planning across in-house and outsourced or BPO models.
• Strong working knowledge of AML, KYC, and fraud-prevention frameworks, with experience partnering closely with Compliance rather than owning policy directly.
• Experience partnering with Treasury functions on liquidity, cash positioning, or banking relationships in a financial services or crypto context.
• Demonstrated success driving operational readiness for new product launches or geographic market expansions, including navigating regulatory dependencies.
• Vendor management experience with payment processors, banking partners, or crypto trading or custody platforms.
• Strong analytical skills with the ability to translate operational data into performance metrics and strategic recommendations.
• Excellent cross-functional leadership and communication skills; comfortable operating at both strategic and hands-on execution levels.
• Experience operating in a fast-paced, high-growth, and regulated environment; crypto or digital-asset industry experience strongly preferred.

What we offer

• Full-time salary based on experience and meaningful equity in the company
• Role based in the London office with mandatory in-office presence four days per week
• Work from Anywhere Policy allowing up to 20 days to work remotely
• ClassPass
• Budgets for learning and professional development
• Unlimited vacation policy
• Apple equipment
• Flexible work culture

About Blockchain

Blockchain is connecting the world to the future of finance. The most trusted and fastest-growing global crypto company, it has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions since its inception in 2011.