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.

Team Mission :

We are seeking a dynamic and highly motivated leader to lead our Wallet Operations team.

The Wallet Operations and Optimization Team is responsible for looking at the ongoing performance and experience quality of the Ledger Wallet (the application itself and its services) from the point of view of the end Consumer and the point of View of the Providers delivering the Ledger Wallet services. In order to complete this task, the team will build, observe and monitor a broad set of internal, external and customer related indicators, KPIs and dashboards as well as directly observe the Wallet experience. Based on procedures the team will look for and investigate potential issues, alert, when relevant directly remedy some situations especially partner related, as well as reach out to other internal groups and external partners in order for them to take action. The team is equally a resource for other teams in order to clarify issues and take actions within their remit.

The team will actively contribute to delivering the best possible consumer and partner experience of the current version of the Wallet, contribute to identifying optimisation and ultimately impact consumers and partners satisfaction, engagement, NPS, and Ledger revenue.

Your role :

The Team Lead will be a key part of building the above set-up, scaling, optimizing it and forming and leading the team.

What We Are Looking For

• Material experience in setting up new operational functions preferably within a B2B or B2C environment.

• Demonstrated experience (2+ years) in Cryptocurrency Wallet Operations or a similar operational role, and 5+ years in a management position

• Strong negotiation skills with a proven ability to build and maintain B2B2C relationships with partners and stakeholders within the cryptocurrency ecosystem

• Experience assimilating data, from a variety of monitoring and alerting tools (e.g. Datadog, Tableau, Mixpanel).

• Experience operating effectively in a matrix environment, ensuring collaboration across diverse teams.

• Excellent problem-solving and troubleshooting skills and the ability to work under pressure.

• Effective communication skills, both written and verbal, with a "Customer-First" attitude.

• Proven ability to write clear, concise process documentation, governance frameworks, and operational playbooks.

Bonus Points

• Familiarity with industry-standard monitoring tools and software.

• Experience with 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: 28 days 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.