Director of Business Operations

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. We’re looking for a Director of Business Operations to help us build and scale our Risk ops, Customer Success Ops, and Product Ops teams. You’ll partner closely with Risk, Customer Success, and Product to streamline processes, improve execution, deliver actionable insights, and enable scalable growth. You’ll bring a strong command of operating cadence, cross-functional execution, and systems thinking, and will lead teams in building a world-class operational foundation that increases clarity, efficiency, and accountability across the business. Joining Relay means the opportunity to make a meaningful impact by building solutions with the potential to reach 29 million small businesses across North America. If you thrive in a fast-paced environment, are energized by ambiguity and complex problems, and want to help build the next phase of Relay’s growth from the ground up — Relay is the place for you. What You’ll Be Doing Leverage analytics to identify trends, anomalies, and operational opportunities while collaborating with the Data team to measure and monitor new trends. Oversee core operating processes, including process optimization, analytics, and the operating cadence across Biz Ops–owned functions. Work with respective teams to build and maintain the operational tech stack across Risk, Customer Success, and Product ensuring each team has the right tools to succeed while continuously identifying opportunities to drive efficiency and enhance performance through automation and AI. Develop, implement, and optimize processes and cadences to drive alignment across Risk Operations, Customer Success Operations (CS Ops) and Product Ops teams. Build a quarterly Biz Ops roadmap that prioritizes the most critical opportunities and challenges, while regularly updating stakeholders on progress. Implement and enforce data quality controls to ensure that data is relevant, accurate, and reliable. Lead, manage, and mentor a high‑performing operations team, fostering a culture of collaboration, innovation, and continuous growth. Plug into the operating system supporting the team and recurring responsibilities, independently assessing strengths and areas for improvement with a focus on critical strategic needs, and partner to translate them into actionable improvements to achieve company goals. Partner with functional leaders across Risk, Customer Success, Product, and Finance to design strategies that improve execution, efficiency, and customer outcomes. Design, test, and scale strategies that increase productivity, automate workflows, and drive efficiency across Biz Ops–owned teams. Who You Are 8 to 12+ years of experience in Business Operations, Strategy and Operations, or a related function within a high‑growth technology or fintech environment, with at least 3 years leading managers. Proven track record of building and scaling multi‑functional operations teams supporting Risk, Customer Success, Product, or comparable functions in a B2B SaaS environment. Demonstrated ownership of company‑level operating cadences, including quarterly planning, KPI frameworks, and cross‑functional execution rhythms that improved accountability and performance. Deep experience designing and optimizing end‑to‑end processes, with clear examples of measurable gains in efficiency, quality, or cost reduction. Strong analytical foundation with hands‑on experience using data to drive decisions; fluent in defining metrics, building dashboards, identifying root causes, and translating insights into operational change. Experience owning and evolving operational tech stacks, including CRM, support tooling, risk systems, or product analytics platforms, with a bias toward automation and AI‑driven efficiency. History of implementing and enforcing data governance standards that improved data integrity and decision‑making reliability. Demonstrated ability to operate at both strategic and tactical levels, translating ambiguous business objectives into structured plans with clear owners, timelines, and outcomes. Strong cross‑functional leadership skills with a record of influencing senior stakeholders across Product, Risk, Finance, and GTM without direct authority. Experience operating in a regulated or compliance‑sensitive environment, with an understanding of risk management principles and controls. Clear evidence of building high‑performance teams, including hiring, coaching, and developing managers and individual contributors to exceed performance expectations. The Interview Process Stage 1: A 30‑minute Google Meet video call with a member of our Talent team Stage 2: A 45‑minute Google Meet video call with the VP of Ops Stage 3: A 60‑minute in‑person interview with a member of the Leadership team Stage 4: A take‑home case study followed by a 60‑minute Google Meet video call with our team Our Compensation Approach We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once‑a‑year review cycle. The annual salary range for this role is $234,000 - $286,000 USD For candidates who demonstrate full readiness for the defined scope of the role, the typical starting salary is $260,000 USD. Offers below this point reflect candidates we believe can grow into the full scope of the role with support and development. Offers above this point reflect impact that meaningfully exceeds the role’s defined expectations or an expanded scope from day one. We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub. Why Relay Might Be the Perfect Fit For You You push relentlessly for reinvention: You’re built to constantly ask, “How can this be better?” Change excites you and you drive it. You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering. You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks. You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You’re excited about stepping into the unknown and navigating new terrain to create something better alongside your team. You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself. You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward. You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together. You’re here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too. What’s Important to Us Research shows that women‑identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit. At Relay, we believe that diversity is key to building high‑performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills. We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs. Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check & employment verification through Certn. #J-18808-Ljbffr