Business Operations Associate Manager

The Business Operations Associate Manager will support critical discovery, analysis, and improvement initiatives in servicing operations. This role focuses on leveraging servicing operations insights to identify gaps in the service experience. You will partner and collaborate across teams such as product and operational teams to contribute to problem-solving efforts, aiming to reduce contact rates and defect rates improving platform experience. The Business Operations Associate Manager will drive efforts using data and deep dive insights to identify areas for improvement, contributing to solution design, and ensuring successful implementation under the guidance of the Business Operations Manager.

What you’ll do

• Proactively hunt for operational issues that impact the customer experience and regional scaling.

• Support the management of operational incidents, from initial process setup to conducting post-mortems that drive long-term structural fixes.

• Conduct "side-by-side" sessions with agents to observe real-time friction, using these insights to design process or product-improvement plans.

• Design solutions that align with the broader Servicing strategy, building robust business cases for changes that balance growth with regulatory safety.

• Act as a critical voice in "product revamping" discussions—challenging Product teams to consider operational risks while encouraging Ops teams to be less risk-averse when it impacts growth.

• Apply structured methodologies to design end-to-end workflows that reduce customer friction and operational waste.

• Lead mid-complexity projects across multiple workstreams (Product, Compliance, Ops), ensuring changes are implemented and adopted seamlessly.

• Maintain high-standard operational playbooks and project documentation to ensure scalable outcomes.

• Own specific “deep dives” into metric health to uncover hidden operational challenges.

• Develop foundational expertise in one or more operational areas, products, tools, or systems.

• Build relationships with stakeholders, contribute to workshops and discussions to gather input, provide feedback and ensure stakeholder alignment.

• Use analytical tools (e.g., Looker, Superset, Snowflake) to monitor performance and identify areas for improvement.

• Collaborate with data teams to create reports and dashboards that inform decision-making.

• Translate complex data sets into simple, actionable feedback for Product and Engineering teams to drive "platform-first" solutions.

This role will give you the opportunity to:

• Choose your path to impact – we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls.

• Grow as an Analyst, Project Management, Process Improvement – Grow and inspire your team and others across Wise.

• Get amazing exposure to the full breadth and depth of our product while working with a group of multi-disciplinary teams of amazing, smart and dedicated product analysts, product managers, servicing operations leads.

• The freedom to have real impact – The opportunities you’ll identify are key to Wise's success.