Lead, Payment Operations Strategy & Automation
Core
Lead the redesign of Wise's Payment Operations to transition from a human-heavy model to a hybrid human+AI operating model where AI agents execute frontline work.
Role type
Senior IC Product Operations Lead (AI/Agentic Ops)
Builds
AI-assisted workflows, evaluation frameworks, and observability foundations for payment defect resolution.
Domain
Fintech / Cross-border payments / AI Operations
Deliverable
production ML models | product features
Required skills
AI/agent workflow design, SQL literacy, code literacy, software development principles, executive presence, coaching senior ICs, strategic storytelling
Preferred skills
Payments/banking background, operating-model transition experience, AI eval framework design, modern AI tooling (LLM APIs, agent frameworks)
Technologies
LLM APIs, agent frameworks, prompt/eval design tools
Responsibilities
Own core operational metrics (cost, first-resolution rate, defect rate), co-shape roadmap with Product and Engineering, design and ship AI-assisted workflows, build leadership bench for senior ICs, represent function in cross-functional forums
Seniority
Senior, hands-on IC with leadership responsibilities