Hong Kong onlyBTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.
About the Opportunity:
We are seeking a dynamic Director of User Operations to lead user-centric operations for our global digital asset platform. This pivotal leadership role is dedicated to delivering exceptional user experiences by spearheading user operations, driving data-informed engagement strategies, and fostering seamless collaboration with Marketing, Data, Engineering, and Product Management teams. You will champion initiatives such as optimizing user on-boarding, supporting targeted marketing campaigns, and resolving user incidents swiftly, all while leveraging advanced data insights to boost engagement and retention. With deep expertise in user operations, digital platforms, and regulatory compliance, you will align user-focused strategies with our mission to deliver a secure, efficient, and innovative environment.
Responsibilities
- User Operations Leadership: Oversee user onboarding, account management, and support integration to ensure seamless and engaging user experiences.
- User Data Management: 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.
- User Risk Control: Implement user risk management strategies, ensuring compliance with AML/KYC regulations and secure account management processes.
- Campaign Marketing Support: Collaborate with Marketing to execute user acquisition and engagement campaigns, including promotions, loyalty programs, and personalized communications.
- Incident Handling (User & Marketing): Lead rapid resolution of user-related incidents, such as account issues, coordinating with Marketing for transparent communication and Engineering for technical resolutions.
- Cross-Functional Collaboration: Partner with Engineering and Product Management to enhance platform features, such as intuitive user interfaces and personalized tools, ensuring alignment with user needs.
- Process Optimization: Design scalable, user-centric workflows for account setup, verification, and transaction processes to streamline user interactions.
- Compliance & Regulatory Alignment: Work with Legal and Compliance teams to ensure user operations adhere to global regulations (e.g., MiCA, MAS, SEC) while prioritizing user convenience.
- Team Leadership: Build and mentor a high-performing User Ops team, fostering a culture of collaboration, user-centricity, and innovation.
- Performance Monitoring: Define and track user-focused KPIs, such as retention rates, onboarding conversions, and campaign ROI, using tools like Tableau, Looker, or Salesforce.
- Strategic Alignment: Align user operations with the company’s strategic goals, supporting global expansion and market responsiveness through user-driven innovations.
- Innovation & Automation: Drive user-focused automation initiatives, such as personalized dashboard
Requirements
- 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
Nice to haves
- 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)
Perks & Benefits
- Competitive total compensation package
- Various team building programs and company events
- And many more! Apply and let us tell you more!
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