General Manager - Miami Operations Service Center

Miami, FL, USA Remote

Full time

Dec 23

Description was founded in 2016 on a simple belief: it's a basic human right for everyone to control their money, data, and identity. With over 10 million users on its platform today, provides a powerful alternative to traditional financial services, turning its vision of "cryptocurrency in every wallet" into reality, one customer at a time. is built on a solid foundation of security, privacy and compliance and is the first cryptocurrency company in the world to have CCSS Level 3, ISO27001:2013 and PCI:DSS 3.2.1, Level 1 compliance. is headquartered in Hong Kong with almost 3000 employees worldwide team located in offices in Hong Kong, Shenzhen, Singapore, Bulgaria, Malta, UK and Miami, Florida. For more information, please visit

About the role

The General Manager of our Miami Operations Office provides oversight and executive leadership to the employees and supports the back-end operations of in North America. The General Manager is responsible for formulating the overall strategy, optimizing cross-functional collaboration and establishing synergetic working relationships with other offices and teams in the Group. The role is critical in leading the aggressive scaling of’s operations in the region.

The successful candidate should be a strategic leader, thrive for operational excellence and be a solid contributor to our global growth. 


  • Provide strategic planning, direction and support to the business and take part of the Group’s strategic development initiatives.
  • Direct and coordinate activities of all local departments concerned with back-end operations.
  • Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
  • Work with the Legal, Data Privacy, Information Security and other relevant teams to ensure operations and new initiatives are fully compliant with all local laws and regulations. 
  • Identify, define, execute and communicate operational processes, standards, and best practices that will further optimize overall effectiveness.
  • Own one or more key relationships/functions and manage all operational components within the relationship/function – including onboarding, escalation, and business-as-usual.
  • Establish reports and tracking mechanisms that capture deep insights into our business through leading and lagging indicators, visualizations, and early warning metrics.
  • Provide insightful feedback on the degree of alignment between the company’s products/services/business objectives and desired customer & employee experience, and contribute to increasing market share, share of wallet, customer retention, and product & customer profitability. 
  • Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
  • Provide solutions to issues (e.g. employee conflicts, conduct issues etc).
  • Evaluate and improve operations and financial performance.
  • Prepare regular reports for upper management.


  • 10+ years of relevant experience and a proven track record in similar roles, preferably in large BPOs, covering multiple functions.
  • Excellent communication skills and ability to foster good professional relationships across all organizational levels.
  • Ability to recruit, retain and motivate large-scale teams, establish and maintain effective working relationships at all organizational levels.
  • Ability to prioritize tasks in a high-growth, high-paced environment
  • Superior problem-solving skills and resilience.
  • Strong analytical skills.
  • Analytical thinking, results-oriented, business acumen and ownership mentality.
  • Experience in planning and budgeting
  • Knowledge of business processes and functions (finance, HR, procurement, operations etc.)
  • BSc/BA in Business or relevant field; MSc/MA is a plus


  • We offer an attractive compensation package working in a cutting-edge field of Fintech
  • Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
  • You get to work in a very dynamic environment and be part of an international team
  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays)

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Details was founded in 2016 on a simple belief: it's a basic human right for everyone to control their money, data and identity. With over 10 milli...