Lynx Manager/Director of Operations Remote · Full time

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Lynx is building the payments infrastructure layer for the next generation of fintech, healthcare finance, and embedded commerce. We enable companies to move money, issue cards, and launch financial products—without the legacy constraints. Our customers are platforms, payers, and operators moving significant volume—and they expect a true infrastructure partner. Lynx is a fast-growing Series A company backed by more than $50M in funding from leading investors including Flare Capital Partners, CVS Health, .406 Ventures, and McKesson Ventures. We operate with a roll-up-your-sleeves mentality, moving quickly, staying highly collaborative, and focusing on impact. Every team member plays a critical role in shaping our growth, product, and market presence. As we continue to grow, we are looking for talented teammates across multiple functions. Interested in joining us? We'd love to meet you.

We’re looking for a Manager (or Director, depending on experience) of Operations to lead and scale core operational functions across Lynx. This role sits at the center of the business, overseeing call center operations, transaction services, and back-office workflows, while driving automation and AI adoption.

You’ll play a critical role in building scalable systems, improving efficiency, and delivering a best-in-class customer experience as Lynx continues to grow rapidly.

What You’ll Do

Operations Leadership

• Oversee daily operations across call center, transaction services, and back-office functions
• Establish scalable processes to support rapid company growth
• Define and track key operational metrics (SLAs, KPIs, quality, cost efficiency)
• Build and manage operational teams, vendors, and outsourcing partners

Automation & AI Implementation

• Identify and prioritize opportunities to automate operational workflows
• Lead implementation of AI-driven tools (chatbots, voice AI, workflow automation, fraud detection, QA automation)
• Partner with Product and Engineering to embed automation into core systems
• Evaluate and deploy third-party tools to improve efficiency and accuracy

Systems & Process Improvement

• Analyze workflows to identify bottlenecks and inefficiencies
• Design and implement scalable systems for transaction processing and customer support
• Drive continuous improvement initiatives using data and performance insights
• Standardize processes and documentation across teams

Call Center & Customer Operations

• Optimize call center performance, including staffing models, training, and QA programs
• Improve customer experience through technology and process enhancements
• Implement tools for workforce management, call analytics, and performance monitoring

Data & Performance Management

• Build dashboards and reporting frameworks for operational visibility
• Use data to inform decision-making and prioritize initiatives
• Monitor and improve cost per transaction, resolution times, and customer satisfaction

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Compliance, and Finance teams
• Ensure operational processes align with regulatory and compliance requirements
• Support product launches and new service rollouts

What You Bring

Required

• 7–12+ years of experience in operations, preferably in fintech, financial services, or high-volume service environments
• Experience managing call center or transaction-based operations
• Proven track record of implementing automation and process improvements
• Strong understanding of AI tools and operational technologies (RPA, CRM systems, workflow tools, etc.)
• Experience scaling operations in a startup or high-growth environment
• Strong analytical and problem-solving skills

Preferred

• Experience with AI/ML applications in customer service or financial operations
• Familiarity with fintech compliance and regulatory environments
• Experience with tools such as Salesforce, Zendesk, Five9, Twilio, or similar platforms
• Background in process improvement methodologies (Lean, Six Sigma, etc.)
• Strong SQL and data analysis capabilities

What Makes You a Fit

• Systems thinker with a focus on scalability and efficiency
• Comfortable operating in ambiguous, fast-moving startup environments
• Hands-on and execution-oriented
• Strong leadership and team-building capabilities
• Data-driven with a bias toward action

Why This Role

• Lead and scale mission-critical operations at a high-growth fintech company
• Drive meaningful impact through automation, AI, and process innovation
• Work cross-functionally with senior leaders across Product, Engineering, and Finance
• Build and shape the operational backbone of the company

Why You’ll Love Working at Lynx

• Competitive salary, equity, and performance bonuses
• A driven, optimistic, and collaborative culture
• Comprehensive medical, dental, vision, and life insurance
• Unlimited vacation
• Paid parental leave for eligible employees
• 401(k) plan
• Remote with regular in-person team meetings