Lynx is building the payments infrastructure layer for the next generation of fintech, healthcare finance, and embedded commerce. We enable companies to move money, issue cards, and launch financial products—without the legacy constraints. Our customers are platforms, payers, and operators moving significant volume—and they expect a true infrastructure partner. Lynx is a fast-growing Series A company backed by more than $50M in funding from leading investors including Flare Capital Partners, CVS Health, .406 Ventures, and McKesson Ventures. We operate with a roll-up-your-sleeves mentality, moving quickly, staying highly collaborative, and focusing on impact. Every team member plays a critical role in shaping our growth, product, and market presence. As we continue to grow, we are looking for talented teammates across multiple functions. Interested in joining us? We'd love to meet you.

Description

We’re looking for a Manager (or Director, depending on experience) of Operations to lead and scale core operational functions across Lynx. This role sits at the center of the business, overseeing call center operations, transaction services, and back-office workflows, while driving automation and AI adoption.

You’ll play a critical role in building scalable systems, improving efficiency, and delivering a best-in-class customer experience as Lynx continues to grow rapidly.

What You’ll Do

Operations Leadership

Oversee daily operations across call center, transaction services, and back-office functions
Establish scalable processes to support rapid company growth
Define and track key operational metrics (SLAs, KPIs, quality, cost efficiency)
Build and manage operational teams, vendors, and outsourcing partners

Automation & AI Implementation

Identify and prioritize opportunities to automate operational workflows
Lead implementation of AI-driven tools (chatbots, voice AI, workflow automation, fraud detection, QA automation)
Partner with Product and Engineering to embed automation into core systems
Evaluate and deploy third-party tools to improve efficiency and accuracy

Systems & Process Improvement

Analyze workflows to identify bottlenecks and inefficiencies
Design and implement scalable systems for transaction processing and customer support
Drive continuous improvement initiatives using data and performance insights
Standardize processes and documentation across teams

Call Center & Customer Operations

Optimize call center performance, including staffing models, training, and QA programs
Improve customer experience through technology and process enhancements
Implement tools for workforce management, call analytics, and performance monitoring

Data & Performance Management

Build dashboards and reporting frameworks for operational visibility
Use data to inform decision-making and prioritize initiatives
Monitor and improve cost per transaction, resolution times, and customer satisfaction

Cross-Functional Collaboration

Partner closely with Product, Engineering, Compliance, and Finance teams
Ensure operational processes align with regulatory and compliance requirements
Support product launches and new service rollouts

What You Bring

Required

7–12+ years of experience in operations, preferably in fintech, financial services, or high-volume service environments
Experience managing call center or transaction-based operations
Proven track record of implementing automation and process improvements
Strong understanding of AI tools and operational technologies (RPA, CRM systems, workflow tools, etc.)
Experience scaling operations in a startup or high-growth environment
Strong analytical and problem-solving skills

Preferred

Experience with AI/ML applications in customer service or financial operations
Familiarity with fintech compliance and regulatory environments
Experience with tools such as Salesforce, Zendesk, Five9, Twilio, or similar platforms
Background in process improvement methodologies (Lean, Six Sigma, etc.)
Strong SQL and data analysis capabilities

What Makes You a Fit

Systems thinker with a focus on scalability and efficiency
Comfortable operating in ambiguous, fast-moving startup environments
Hands-on and execution-oriented
Strong leadership and team-building capabilities
Data-driven with a bias toward action

Why This Role

Lead and scale mission-critical operations at a high-growth fintech company
Drive meaningful impact through automation, AI, and process innovation
Work cross-functionally with senior leaders across Product, Engineering, and Finance
Build and shape the operational backbone of the company

Why You’ll Love Working at Lynx