Operations Officer
Job summary
Our client is building financial infrastructure to Bitcoinize Africa. Our platform enables users to use Bitcoin for everyday payments, including Lightning transactions, peer-to-peer trading, and value-added services. As the platform grows, operational reliability, system monitoring, and customer trust are becoming critical. We are looking for an Operations Officer to help structure and run our operational systems.
We are hiring an Operations Officer to analyse our current operations and introduce systems, processes, and structures that ensure reliable daily execution. This role will work closely with the CEO, engineering team, growth, customer support, and data team to improve operational workflows and ensure the platform runs smoothly. The ideal candidate is someone who enjoys turning messy processes into structured systems.
Job descriptions & requirements
Responsibilities:
Operational Analysis:
- Review current operational workflows across support, engineering, and finance
- Identify gaps in incident handling, monitoring, and escalation
- Produce recommendations to improve operational reliability
- Design and implement operational procedures (SOPs)
- Build structured workflows for handling customer issues and system incidents
- Improve escalation processes between Support, Ops, and Engineering
- Monitor operational health of the platform
- Coordinate response to system issues and failed transactions
- Maintain an incident log and introduce post-incident reviews
- Monitor hot wallet balances, Lightning liquidity, and service provider floats
- Ensure operational thresholds are maintained
- Escalate risks early to leadership
- Work with the Data team to operationalise the company's Operations Dashboard
- Track key operational metrics
- Produce weekly operational reports
- Work closely with Customer Support to structure issue escalation
- Collaborate with the engineering team through the On-Call Dev system
- Improve communication and issue resolution speed
Requirements
- 2–3 years in fintech, payments, or digital platform operations
- Experience managing operational workflows or service reliability
- Experience working with engineering and customer support teams
- Strong analytical and problem-solving ability
- Process design and operational structuring
- Comfortable working with dashboards, spreadsheets, and operational metrics
- Ability to stay calm during system incidents
- Systems thinker
- Ownership mentality
- Detail-oriented
- Comfortable working in a startup environment