Wallet Operations Team Lead

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Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 210 countries.

Job Summary:

We are seeking a highly skilled and motivated Leader for our Wallet Operations team.

The ideal candidate will be responsible for ensuring that the Ledger Wallet performance is optimised and working with Business Unit Leaders the Wallet Operations Lead will also ensure that both Ledger & our partners performance is in line with SLA’s and expectations.

This role requires a proactive approach to excellent stakeholder management & communication skills, the ability to build out robust, well documented processes and governance within a dynamic and fast paced environment.

Your mission :

Partners & Stakeholder management: Govern partner contracts for service, support, and uptime (both Partner & Ledger), identifying improvements. Facilitate Direct Connectivity Button integration into top dApps and wallet experiences with partners. Support advertising strategies to maximize revenue and enhance user value on Ledger Live.

Performance Monitoring and Response: Continuously monitor system alerts and performance for incidents. Develop and refine incident monitoring and response processes. Create playbooks for 24/7 teams, ensuring their training and confidence in handling off-hour issues.

Communication and Reporting: Ensure that lines of communications between all teams contributing to the monitoring and optimisation roles are effective and followed between shifts and incidents are communicated on effectively, and at the right level by all virtual team members, Prepare Monthly/Quarterly Reporting

Team Development: Build out the team, process & tooling to allow monitoring and optimisation of all areas of Wallet Operations and collaborate with engineering teams to implement platform & system improvements and upgrades.

What we are looking for:

• Knowledge of Cryptocurrency Wallet Operations,

• Strong negotiation skills and the ability to build and maintain relationships with partners, internal and external stakeholders within the cryptocurrency ecosystem, with an emphasis on B2B2C strategies.

• Ability to operate effectively in a matrix environment, ensuring collaboration across teams.

• Proven & Demonstrable ability to write clear, process and governance documentation & playbooks

Bonus Points

• Proficiency in Google Workplace suite (Docs, Sheets, Slides, Forms)

• Familiarity with monitoring tools and software.

• Experience in ITIL or other incident management frameworks

What’s in it for you?

• Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow.

• Flexibility: A hybrid work policy.

• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.

• Well-being: Personal development, coaching & fitness with our dedicated partners.

• Vacation: XX of paid leave per year, in addition to national holidays

• High tech: Access to high performance office equipment and gadgets, including Apple products.

• Transport: Ledger reimburses part of your preferred means of transportation.

• Discounts: Employee discount on all our products.

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.