--- title: 'Senior Manager, Operations Strategy (Customer Experience) at Airwallex' canonical: 'https://feeny.ai/job/senior-manager-operations-strategy-customer-experience-airwallex-singapore-c0rm4dnn7yp6' type: 'job' last_seen: '2026-11-11' --- # Senior Manager, Operations Strategy (Customer Experience) at Airwallex - **Company:** [Airwallex](https://feeny.ai/companies/airwallex) - **Location:** Singapore - **Employment:** full-time - **Work type:** onsite - **Posted:** 2025-10-22 - **Last confirmed live:** 2026-11-11 - **Apply:** https://jobs.ashbyhq.com/airwallex/f4366514-1eba-420f-82f5-04d12cf1b99e/application **Skills:** User Research Methodologies, Data Analysis, Customer Interviews, Survey Design, Qualitative Research, Quantitative Research, CRM Systems, Data-driven Customer Insight Tools, KYC/AML Regulatory Knowledge, B2B SaaS Experience, Financial Technology Experience > The Manager, Operations Strategy designs and implements user research methodologies to shape market perception and customer experience. This role involves analyzing customer feedback, presenting data-driven recommendations to senior management, and collaborating with cross-functional teams to integrate insights into... ## Job description ## About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our[operating principles](https://www.airwallex.com/en-us/operating-principles) to see it in full. Senior Manager, Operations Strategy (Customer Experience) ## How you'll make impact As Senior Manager, Operations Strategy (Customer Experience), you’ll shape how Airwallex is perceived by customers and the broader market. You’ll design and implement qualitative and quantitative research methodologies, evaluate Airwallex’s positioning through direct customer engagement, and turn customer feedback into clear, data-driven recommendations for senior management. Working closely with Product, Engineering, Commercial, and other cross-functional teams, you’ll help integrate customer insights into product development and service improvements while staying close to fintech industry trends and customer experience best practices. - Lead qualitative and quantitative customer experience research, including interviews, surveys, and data analysis, to capture a comprehensive view of customer needs and perceptions. - Design and establish user research methodologies for Airwallex, creating consistent and effective approaches to gathering customer insights. - Conduct customer interviews to understand how customers assess Airwallex and how they position us in the market. - Analyse and synthesise customer feedback to identify key trends and actionable insights that inform product and business strategy. - Present research findings and recommendations to senior management in a clear, compelling, and data-driven way. - Partner with Product, Engineering, Commercial, and other cross-functional teams to integrate customer insights into product and service improvements. - Monitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation. You’ll work on site in our Singapore office five days a week. ## What we're looking for Essentials - 5–10 years of relevant experience in customer experience, user research, strategy, consulting, or a related field. - Proven expertise in designing and executing user research methodologies, including customer interviews, surveys, and feedback analysis. - Strong analytical skills, with the ability to interpret qualitative and quantitative data and translate insights into business recommendations. - Excellent written and verbal communication skills in English, with the ability to present findings clearly to senior stakeholders. - Experience working with cross-functional teams in a high-growth environment. ## Preferred - Experience in the fintech, payments, B2B SaaS, or financial technology industry. - Experience at a top consulting firm. - Familiarity with CRM systems and data-driven customer insight tools. - Knowledge of regulatory issues, including KYC and AML. - An advanced degree in a relevant field. You'll thrive here if - You're comfortable owning the roadmap yourself. - You own the outcome and you don't wait for permission to fix what's broken. - You stay close to your industry, follow trends, and bring outside perspective into your work. - You connect dots across functions and hold the big picture without losing grip on the details. - You come to the table with a point of view, not just a problem. Learn more about your team Most strategy roles hand you a slide deck. This one hands you the keys. Strategy & Operations finds the next point of leverage in a hyper-growth fintech, then builds the system to capture it. We spot opportunities early, design how Airwallex scales into them, and turn that vision into the machinery that drives revenue across markets and products. You'll get the kind of access most people wait a decade for: a direct line to the growth engine, work that spans every function, and the freedom to own ambiguous, high-stakes problems end to end. And you won't do it the old way. We arm our people with AI to move faster than teams ten times our size, modeling, researching, and shipping at a pace that creates an unfair advantage. If you want to do the best work of your career on problems that actually matter, build with us. Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @[airwallex.com](http://airwallex.com) email address. Please apply only through [careers.airwallex.com](http://careers.airwallex.com) or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. ## Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know. ## About Airwallex ## Company Overview - **One-liner**: Airwallex is a financial technology company building a unified global payments and banking platform that helps businesses manage cross-border payments, treasury, spend, and financial operations through proprietary infrastructure, software, and AI. - **Entity Type**: Private (Series G) - **Headquarters**: Dual headquarters in Singapore and San Francisco, USA; founded in Melbourne, Australia - **Founded**: 2015 - **Founders**: Jack Zhang (CEO), Lucy Liu, Max Li, Xijing Dai, and Ron Li ## Core Business - Primary industry: Financial Services / Payments / Fintech Infrastructure - Target customers: B2B, primarily serving SMBs, scaling enterprises, digital platforms, and marketplaces globally - Mission or purpose statement: "Build the future of global banking" — they aim to replace legacy, fragmented banking systems with a borderless, intelligent, real-time financial operating system for modern businesses. ## Products & Services - **[Business Accounts]**: Multi-currency global accounts to receive, hold, and manage funds in 20+ currencies, with local account details for key markets. - **[Payments]**: Global payment acceptance via 160+ local payment methods, low-code checkout, and programmatic payout capabilities to 200+ countries. - **[Spend / Corporate Cards]**: Multi-currency corporate and employee cards with customisable spend controls, designed for global teams. - **[Expense Management]**: A platform to track, control, and reconcile global business expenses, including employee reimbursements. - **[Billing & Subscription Management]**: A billing platform for usage-based and subscription pricing models, supporting AI companies and complex revenue workflows. - **[Platform APIs]**: API-first infrastructure enabling businesses to embed financial services (accounts, payments, FX, card issuing) into their own products. - **[FX & Treasury]**: Interbank foreign exchange rates and tools to intelligently manage currency risk across markets. ## Market Standing - **Valuation**: US$11 billion (latest valuation in 2025, following a fresh investment round). - **Key Metric**: US$1.8 billion in total funding raised; Annual Recurring Revenue (ARR) surpassed US$1 billion by 2025. - **Notable Investors/Partners**: Series G investors include prominent global venture capital firms (specific names not listed in source but backed by top-tier VCs); serves over 200,000 businesses including TikTok, Brex, Rippling, Navan, Qantas, and SHEIN. - **Growth Signals**: - US$287 billion in global payments processed (USD). - 92% of transfers settled same-day, 50% processed instantly. - Over 85 financial licenses and registrations globally. - Team of ~2,300 people across 27 offices internationally. - Dual-headquarters model (Singapore + San Francisco) adopted in 2025 to support next phase of growth. ## Competitive Advantages - Proprietary, API-first infrastructure built from scratch (not riding legacy banking rails), enabling faster, cheaper, and more transparent cross-border transactions. - Unified platform combining banking, payments, spend management, billing, and FX — reducing the need for multiple vendors. - Deep AI integration across the platform to automate financial operations and provide intelligent insights. - Extensive regulatory licensing (85+ licenses) across major markets, creating a high barrier to entry. - Strong network effects: serves both direct businesses and platforms/marketplaces that embed Airwallex into their offerings. ## Strategic Focus - Continue scaling the platform to support the rapid growth of AI-native companies and usage-based business models (highlighted by the launch of their global billing platform). - Expand the dual-headquarters presence to tap into the largest tech talent markets (San Francisco and Singapore). - Invest heavily in AI to build "interconnected, intelligent financial systems where money, data, and decisions move together." - Deepen product capabilities to automate financial operations end-to-end for global businesses. ## Why Work Here - High-growth, ambitious environment: described as "the most ambitious work of your career" by the company; founded in 2015 and already processing $287B in payments. - Global impact and scale: work on infrastructure used by 200,000+ businesses, from startups to enterprises like TikTok and SHEIN. - Hybrid/office culture: 27 offices globally (Melbourne, Singapore, San Francisco, London, Shanghai, Amsterdam, and more) offering opportunities to work across teams and locations. - Engineering-driven culture: heavy emphasis on building proprietary technology, AI, and developer-first products. - Notable perks: opportunity to work on a modern financial stack, exposure to cutting-edge AI/Fintech intersection, and a diverse, international team of "2,200 of the brightest and most innovative people in tech." ## Sources 1. [airwallex.com - Who We Are](https://www.airwallex.com/en-eu/who-we-are) 2. [airwallex.com - Global Platform](https://www.airwallex.com/global) 3. [careers.airwallex.com](https://careers.airwallex.com/) 4. [LinkedIn - Airwallex](https://www.linkedin.com/company/airwallex) 5. 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