The Operations Performance team aims to provide cross-functional support to end user ops teams (Onboarding/KYC, Customer Support) and partner ops teams (Customer Success, Technical Account Management, Documentation) and more. In collaboration with these teams, the Ops Performance team leads initiatives and provides ongoing support on tool administration, process optimization & data/analytics needs. We are looking for the first key hire for this team.

✨ Your mission

Swan’s success and business model only works when our customers grow significantly with us - our operations is essential for customers to succeed. Our various teams, such as Customer Support, KYC, Risk, AML are constantly improving and expanding. We need to balance Quality of Service and Cost Efficiency constantly. We want our customers to be happy, but we also want to be profitable. This often works hand in hand by automating the right processes, outsourcing appropriate parts of the organization, and enhancing the overall productivity of the team. Building a great operations team takes time while we have a lot of operations to execute.

Organize, Scale & Optimize Operations

• Scale and optimize current processes, workflows in cooperation with the Product team.

• Ensure the implementation, improvements, and writing of our processes.

• Consider outsourcing certain operations if it makes sense for our business.

• Help the team to organize the daily operations to ensure a zero inbox at the end of the day

Design and Track Operations KPIs

• Track the team’s success, by monitoring the quality of service and the execution of operations with relevant KPIs

• Collaborate with internal stakeholders to optimize the impact of Operations, e.g., with Sales, Product, Data, and Risk/Compliance teams

• Contribute to the modeling of forecasts

Tool Management

• Zendesk and Make have no secrets for you: you know how to integrate them and administer them

• You are responsible for the proper use and functioning of the tools used by the end user ops teams

• You participate in benchmarking, implementation and continuous optimization of tools

Project Management

• You can identify, prioritize and drive cross-functional projects in the Ops department (and reaching beyond)

• You are very rigorous in project execution and focus on impact

✨ You’re a great match if:

• Significant experience as a Ops Manager / Lead Ops / Project Manager / Strategy Manager in a start-up, scale-up, or another fast-paced work environment.

• Significant professional experience leading Operations with a team consisting of different Ops disciplines (Operations, CSM, Customer Support, KYC teams). An experience in fintech, payment, banking, start-up/scale-up or another fast-paced work environment would be a plus.

• Proven success in building and executing strategies based on your deep knowledge of operations metrics and analytics

• You are both a strategic thinker and a ‘do-er’ and are not afraid to become very hands-on

• Strong analytical skills, you have an eye for detail

• Ability to effectively communicate with internal and external stakeholders. Ability to communicate with clarity, humility, and precision

• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

• Excellent working abilities in English and French

• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌 

Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.

About Swan

✨ Perks of being a Swanee:

• ESOP packages available 😊

• Flexible remote policy, ask us about it!

• The best health insurance: Alan 🦭

• Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.

• We respect your lunch break. Mid-day free-time is sacred and our French office even provides a Swile card to cover your meal on work days. 🥪

• Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.

• This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

✨ Our values:

Be human: Be straightforward, transparent, and sincerely care. It’s all about integrity and doing the right thing.

Ambition: We’re in this for the long game. We want to transform the entire market, and be the engine for Europe’s next tech champions!

Collaboration: We believe in the power of collective intelligence. We love to challenge others’ ideas and be challenged in return. May the best ideas win.

“Move fast, don’t break things”: If we must choose between security and going fast, we choose security. We are in banking, after all.

Make everything simple: Simplicity.

You can find out more about our culture.

• A 30-min video call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions

• An interview with Maxime, our Chief Service Officer

• Case study 

• Meet the Ops team

• An interview with Nicolas, our COO