Job Details

Head of KYC Operations - Austin - Full Time - Financial Services / Fintech

Are you ready to take the lead in redefining KYC operations at scale across the Americas? We're looking for a Head of KYC Operations to oversee and evolve our Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) functions across multiple regions - including the USA, Canada, Brazil, Mexico, and beyond.

This is a pivotal leadership role where you'll be responsible for the strategic direction, performance, and transformation of a large-scale KYC operation-shaping both the customer experience and how we tackle financial crime, at speed and scale.

This role is based in Austin and would require the successful candidate to be in the office for 2 days a week. Competitive relocation package is available.

What You'll Be Doing

As the senior leader in this function, you'll:

• Set the strategic direction for KYC operations in the Americas, balancing regulatory compliance with customer-centric growth.
• Lead and inspire a team of 150+ people across multiple countries, including in-house and outsourced operations.
• Oversee the quality, speed, cost, and compliance of all onboarding and KYC-related processes.
• Build a scalable, data-driven KYC function - improving false positives/negatives, SLA adherence, and case resolution quality.
• Collaborate closely with Product, Compliance, and Risk teams to ensure alignment on strategy, regulatory obligations, and innovation in financial crime prevention.
• Develop team leadership and people strategy, enhancing career development, engagement, and performance metrics.
• Manage external vendors, budget oversight, and reporting at a senior executive level.

Success Metrics May Include:

• Customer outcomes: Resolution SLAs, appeal rates, attrition, experience quality.
• Operational KPIs: False positives/negatives, handling time, cost per contact.
• Team metrics: Engagement score, leadership development, retention, and rewards alignment.

What You'll Bring

• 10+ years of experience in Operations-preferably in KYC/AML, compliance, financial crime, or fintech/financial services.
• 8+ years of leadership experience, including managing large-scale, multi-location teams.
• Proven track record of building efficient, compliant, and scalable operations.
• Deep knowledge of regulatory environments across the Americas.
• Skilled in data analytics platforms (e.g., Looker, Superset) to drive operational performance.
• Strategic thinker and problem-solver who thrives in fast-paced, ambiguous environments.
• Exceptional communicator, collaborator, and people leader.

Why Join?

You'll be at the forefront of building world-class KYC operations in a fast-growing, mission-driven environment. This role offers a unique opportunity to scale teams, reshape critical systems, and lead transformation that directly impacts how people access global financial services securely and smoothly.

If you're a visionary operations leader with a passion for fighting financial crime and building high-performing teams - we'd love to hear from you.

Please apply below if interested.