Head of Care Management Operations

About Us Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.

We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.

Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.

Role Overview The Wallet Operations Director is responsible for the end-to-end operational integrity of the exchange's digital asset custody and wallet infrastructure. This role sits at the intersection of operations, security, compliance, and engineering, ensuring assets are safe, accessible, and correctly accounted for at all times. The role requires deep technical knowledge of blockchain infrastructure combined with operational discipline and regulatory awareness.

Key Responsibilities Wallet Operations & Rebalancing

Own and execute the daily operational cycle of hot, warm, and cold wallet management across all supported assets and networks

Maintain SOPs for routine rebalancing operations and escalation procedures for off-cycle events

Track gas/fee reserves across networks (ETH, BTC, TRON, Solana, etc.) Coordinate with the treasury/finance team on asset flow reporting and reconciliation

Wallet Structure Advisory for Regulated Sites

Provide operational inputs during licensing applications or regulatory reviews — documenting how client funds are segregated, custodied, and protected

Design and recommend wallet architectures that meet jurisdictional requirements — including cold storage minimums, custodian approvals, and client asset segregation rules

Work with legal and compliance teams to prepare wallet-related documentation for regulators (e.g., asset safeguarding policies, custody arrangements, asset-liability matching)

against regulatory expectations for each jurisdiction

Flag operational risk or structural gaps ahead of audits or regulatory inspections

Ensure wallet structures are scalable and adaptable as the exchange expands into new regulated markets

Proof of Reserves (PoR) Setup & Operations

Lead the design and implementation of PoR programmes for each site/entity — from methodology selection through to public publication

manage the relationship and audit cycle

Define the PoR data scope: which assets, which wallets, which liabilities (snapshot definitions)

Coordinate on-chain signing and Merkle tree construction with the engineering team to verify user liability coverage

Ensure PoR results are consistent with internal reconciliation reports and finance records

Serve as the operational counterpart to the Wallet Engineering and Security teams — translating business requirements into technical specifications and vice versa

Participate in wallet infrastructure design reviews: new chain integrations, MPC/HSM upgrades, multi-sig policy changes, smart contract wallet deployments

Drive the operational readiness checklist for any new wallet setup — key ceremony procedures, signing policies, access controls, DR/BCP scenarios

Collaborate on key ceremony planning and execution (cold wallet creation, custody onboarding, signing authority changes) — ensuring proper documentation and witness procedures

Champion ongoing enhancements — proactively identifying process inefficiencies, latency bottlenecks, or risk gaps in the current setup

Risk, Controls & Incident Management

Own the wallet-related operational risk register; assess, track, and mitigate risks

Reconciliation & Reporting

Ensure wallet balances reconcile with exchange ledgers and on-chain state on a daily basis

Partner with finance and product to resolve discrepancies, failed transactions, or asset suspension events

Produce regular management reporting: wallet utilisation, rebalancing activity, PoR status, cold/hot ratio, incident log

Support external audits (financial, security, regulatory) by providing wallet-related data and documentation

Recruit, manage, and develop a team of wallet operations analysts/engineers

Set team KPIs, OKRs, and performance standards

Build a culture of operational rigour, security-first mindset, and continuous improvement

Create and maintain runbooks, SOPs, and training materials to ensure operational resilience and knowledge retention

Foster strong cross-functional relationships with Tech, Compliance, Legal, Finance, Risk, and Customer Support

4–8+ years in digital assets, crypto exchange, or institutional crypto custody

• Strong understanding of blockchain mechanics, UTXO vs account-based models, MPC, HSM, multi-sig
• Familiarity with key ceremony procedures, cold storage operations, access control frameworks
• understanding of client asset segregation
• Strong SOP authorship, incident management, reconciliation discipline
• Proven track record managing a small-to-mid-size ops team
• Comfortable with on-chain data, dashboards, and basic scripting for data pulls (SQL/Python a plus)

Key Performance Indicators

PoR published on schedule with zero material findings

Reconciliation breaks resolved within SLA

Regulatory wallet documentation accepted by all relevant regulators

Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.

Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.

We offer internal job opportunities to help build your career path.