As the Principal, CXO Business Operations leader, you will serve as the central operational force multiplier, strategic partner, and connective tissue for the CXO Leadership Team (CXO LT). This is a high-visibility, individual contributor role designed for a seasoned leader who excels at orchestrating leadership alignment, breaking down departmental silos, and translating a collective vision into flawless global execution.
Sitting at the intersection of organization-wide strategy, culture, and operational governance, your mission is to ensure the CXO LT operates as a highly synchronized, high-performing unit. You will ensure that cross-functional priorities are executed seamlessly and that the entire global CX and Operations organization runs at peak efficiency.

Make your impact within a rapidly growing Fintech Company

• Partner with the SVP of CXO and their direct reports (VPs/Directors) to facilitate the long-term strategic planning process, ensuring the team's roadmap is clear, realistic, and highly impactful.
• Help the CXO LT ruthlessly prioritize initiatives, synthesize diverse departmental viewpoints into unified strategic decisions, and ensure resources are allocated to the highest-leverage areas.
• Monitor the pulse of the entire organization, identifying operational blind spots, and driving collaboration across distinct CXO LT pillars (Service Delivery, CXO Shared services. Premium Services, Payment Processing Functions and other cross functional teams within CXO).
• Cross-functionally lead critical, ambiguous, and high-priority initiatives that span multiple CXO LT portfolios (e.g., CXO’s multi-year strategic goals).
• Design, structure, and facilitate high-stakes discussions, agendas, and accountability metrics for regular CXO LT and XLT meetings, operational reviews, and annual strategic offsites.
• Oversee the collective quarterly and annual goal-setting process (OKRs/KPIs) across the CXO LT, ensuring individual department targets perfectly anchor to broader corporate objectives.
• Drive the preparation and narrative-building for Monthly and Quarterly Business Reviews (MBRs/QBRs), aggregating and synthesizing complex operational data from all leadership pillars for executive and board presentations.
• Partner with the CXO LT to draft cohesive internal and external communications (e.g., keynote presentations, all-hands decks, and organization-wide announcements) to ensure a single, aligned voice from leadership.
• Collaborate with HR and the CXO LT to foster a high-performance, customer-centric culture, actively monitoring team health, engagement, and alignment across all sub-organizations.

We’d love to chat if you have:

• 8–12+ years of professional experience, with a proven track record in Management Consulting, Business Operations (BizOps), Corporate Strategy, or a senior program management role at the Staff/Sr. Staff level supporting executive teams.
• Prior exposure to Customer Experience, Customer Success, Supply Chain, or scaled operational environments is highly preferred.
• Experience navigating complex transformations and driving alignment among senior executives within high-growth, mid-to-large-scale global organizations.
• Proven ability to run complex strategic planning frameworks, balance short-term operational fires with long-term goals, and make high-stakes prioritization trade-offs.
• An innate ability to bring structure to chaos and a master-level command of large-scale program management methodologies.
• Comfortable analyzing core CX metrics (NPS, CSAT, SLA, Cost-to-Serve) and extracting actionable, executive-level narratives from data provided by various CXO LT metrics.
• Exceptional emotional intelligence, political savvy, and the ability to manage highly sensitive, confidential organizational information with absolute discretion.
• Proven ability to challenge, rally, and align cross-functional peers, directors, and VPs around common goals without direct reporting authority.