Global Operations Senior Manager

About Tensec Tensec moves money across borders for the small and mid-sized businesses that trade globally FX, payments, and transaction banking built for a São Paulo exporter or a Monterrey importer, not for a Fortune 500 treasury desk. Cross-border B2B is a $50 trillion market still running on infrastructure designed for large corporates. We’re building the version everyone else can use. We’re live in Mexico and Brazil, opening the US this year, and onboarding enterprise clients moving hundreds of millions a month. Founded in 2023 by a team that has built and exited startups and run global teams at PayPal, Credit Karma, Facebook, Goldman Sachs, Visa, Mastercard, and American Express. Backed by Quiet Capital, Costanoa Ventures, Renegade Partners, Coinbase Ventures, Clocktower, and WillowTree, plus angels including Jason Pate (Chief Strategy Officer, Plaid) and Bora Chung (ex-Chief Experience Officer, Bill.com http://Bill.com; Board Member, Remitly). Your mission Tensec is going from three markets to many. You will build the operating engine that makes that possible without breaking, onboarding, transaction and banking operations, and customer support that run reliably, compliantly, and increasingly AI-natively across every corridor. The Mexico and Brazil operations leads report to you, and you run operations across every market Tensec does business in, in close partnership with the FinOps organization. Tensec is an AI-native company. Operational flows, processes, and systems must make the best of AI — with humans in the loop where regulatory expectations require them, so we run at maximum speed and efficiency without ever compromising compliance. Outcomes — your first 12–18 months - Onboarding that keeps pace with product. KYC/KYB and onboarding flows running cleanly in every market, improved continuously with product and engineering so the back end delivers what the front end promises. - Transactions that process clean. Transaction and banking operations, payment execution, exception handling, and reconciliation across banking and payment partners, accurate and on time in every corridor. - Support that scales without proportional headcount. A low-touch, self-service-first support organization, with Tensec’s Zendesk instance owned end to end: workflows and routing, macros, triggers and automations, SLA policies, help center and knowledge base, AI agents and deflection, CSAT, QA, and reporting. - Leadership sees the whole machine. The operations organization’s KPIs defined and reported on a regular cadence, with real-time dashboards giving decision-grade visibility — one consistent format, not five vendor exports stitched together. - One global operating model. Mexico and Brazil operations leads aligned, developed, and executing one consistent way of running operations across markets and time zones. Also on your plate - First point of contact for day-to-day operational and cross-functional questions from the COO, CPO, and senior managers. - Translating company-level priorities into concrete operating plans: the cadence, tracking, escalations, and follow-through that keep cross-functional initiatives on schedule. - The operational systems, escalations, and SLA tracking behind Tensec’s partner Launch Captains, taking a signed partner from onboarding to first transaction to scaling volume. - Working hand in hand with FinOps on transaction reconciliation, settlement tracking, and money-movement reporting. FinOps owns those processes; your operations must plug into them cleanly. - Feeding tech enablement a steady stream of automation proposals: you identify, propose, and prioritize the AI-driven automation, agents, and real-time intelligence that operations needs; they build and run it. - Partnering with Compliance in each market so operational processes are built to satisfy local regulatory requirements. What you bring - 7+ years in operations, program management, or banking/financial operations at a fintech, payments company, or regulated financial services business running across multiple jurisdictions - Time at a cross-border payments company, FX platform, or trade finance firm — LatAm operations a strong plus - Direct experience with financial operations, onboarding workflows, or banking operations - Hands-on experience deploying AI-driven automation, workflow platforms, and operational dashboards in financial services — you have built AI-enabled tooling and real-time decision dashboards, not just used them - Hands-on Zendesk administration: workflows, automations, SLAs, help center, AI agents, and support analytics - Experience managing people and leading distributed teams across countries and time zones - Experience partnering with Legal and Compliance to build operations that satisfy regulatory requirements - Fluent English; Spanish or Portuguese a meaningful plus given Brazil and Mexico - Based in New York, NY, with 3 days per week in our NYC office How you work - Builder, not administrator. You design for ten times the current complexity, then build the version that works today. - High agency. When something is unclear you clarify it. When something is broken you fix it. You don’t wait for a playbook. - Actually fluent. You know how cross-border operations work in practice, including where they break — not what the pitch deck says. - AI-first with regulatory judgment. You design flows that make the best of AI, and you know exactly where a human must stay in the loop to meet regulatory expectations. Nice to have - Familiarity with orchestration infrastructure or treasury automation platforms in financial services Compensation & benefits The expected salary range for this role is $200,000 to $220,000 per year. Actual compensation will depend on experience, skills, and qualifications. - Equity - Medical, dental and vision - 15 days paid time off - Learning and development budget Equal opportunity Tensec is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law. Tensec is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people of all backgrounds and identities to apply. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e., she/her, he/him, they/them). We are committed to providing reasonable accommodations for qualified individuals with disabilities. Please let your recruiter know if you require an accommodation during the application or interview process.