Head of Consumer Operations

About the role

Blockchain is looking for a Head of Consumer Operations to own the financial operations backbone of its consumer crypto business. The role covers the full lifecycle of consumer money movement - deposits, withdrawals, settlements and reconciliation - across fiat and cryptocurrency assets at scale. It is a highly cross-functional leadership role reporting to the company's compliance, treasury, product and engineering teams.

Key responsibilities

• Own end-to-end financial operations for the consumer business, including deposits, withdrawals, settlements and reconciliation, and define SLAs for 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 an operations team (reconciliation, asset movement, support ops), including workforce planning for distributed or outsourced functions.
• Own consumer-facing incident response for operational disruptions, including customer communication protocols.
• Drive operational readiness for new products and geographic expansions, including financial infrastructure, licensing and regulatory dependencies.
• Develop scalable processes and automation to reduce manual reconciliation and improve headcount-to-volume efficiency.
• Partner with Compliance and Legal on AML, fraud prevention and KYC controls, and own fraud-loss and chargeback/dispute metrics.
• Partner with Treasury on liquidity and cash positioning, and manage vendors such as payment processors and banking partners.
• Analyse operational and financial data to drive strategic decisions and continuous improvement.

Required profile

• 10+ years in financial, payments or treasury operations, including 4+ years in a senior leadership role, ideally in crypto, fintech or a regulated financial institution.
• Direct experience managing fiat and cryptocurrency money movement at meaningful volume and scale.
• Track record building and leading operations teams through rapid growth, including in-house and outsourced/BPO models.
• Experience partnering with Treasury on liquidity, cash positioning or banking relationships.
• Demonstrated success driving operational readiness for new products or market expansions, including regulatory dependencies.
• Vendor management experience with payment processors, banking partners or crypto trading/custody platforms.
• Crypto or digital-asset industry experience strongly preferred.

Required skills

• Strong working knowledge of AML, KYC and fraud-prevention frameworks.
• Strong analytical skills, translating operational data into performance metrics and recommendations.
• Excellent cross-functional leadership and communication skills.

What we offer

• Unlimited vacation and unlimited books policies.
• Apple equipment.
• Full-time salary based on experience and meaningful equity.
• Role based in the Malta office with a mandatory in-office presence four days per week.