Head of Operations

THE MISSION We aren’t looking for a traditional corporate administrator. We need a "Command Center" Leader to sit within our People & Culture department and oversee the high-stakes front lines of our business. Your job is to lead our Customer Support and Withdrawal teams, ensuring that our 24/7 global engine runs with surgical precision. This is a remote, high-availability role for a strategic leader who views "Customer Experience" and "Operational Integrity" as the same thing and is comfortable operating at the absolute frontier of the Web3 economy. We value the ability to lead under pressure. Whether you are a veteran of high-growth fintech support or a logistics pioneer, we care about your ability to maintain elite standards. If you have the analytical rigor to optimize response times and the operational discipline to oversee massive transaction flows across a global team, we will give you the authority to lead our most critical functions. KEY RESPONSIBILITIES - Front-Line Command: Lead and scale the Customer Support and Withdrawal teams. You are responsible for the 24/7 performance, accuracy, and "vibe" of our primary user touchpoints. - Operational Architecture: Design the "Handover Protocols" that keep the engine running across all time zones. You ensure that whether it’s a Tuesday morning or a Saturday night, the team is executing at 100%. - Transaction Oversight: Oversee the Withdrawal and Payment queues. You are the final point of escalation for high-value transactions and must ensure our security protocols are followed without exception. - System Optimization: Own the workflow in Linear and Ashby. If the support team is seeing the same friction point twice, you are the one who architects the solution to fix it permanently. - Performance Analytics: Use hard data to track response times, withdrawal speeds, and team efficiency. You make staffing and process decisions based on ROI and player satisfaction metrics. - Strategic Growth: Partner with the People & Culture Lead to hire, train, and mentor the next generation of operations specialists, ensuring our "Front-Line" grows ahead of our user base. THE REQUIREMENTS - The "General": You are a battle-tested leader of people and processes. You know how to manage a decentralized, 24/7 team and keep them focused on elite execution. - Systems Thinking: An innate ability to see the world in "flows." You can take a complex support ticket or a withdrawal hurdle and turn it into a streamlined, automated protocol. - Hyper-Availability: This isn't a 9-to-5. You lead the team that never sleeps. You must be available 7 days a week to handle surges, high-value escalations, and global operational shifts. - Analytical Rigor: You are obsessed with efficiency. You don't manage by "feeling"; you manage by tracking throughput, error rates, and resolution times. - Web3 Literacy: You live on-chain. You understand the mechanics of digital assets, wallet security, and the unique urgency of the crypto/iGaming landscape. - Operational Excellence: Self-motivated and highly organized; you can manage a massive global machine without losing track of a single detail or a single player’s experience. OPERATIONAL DETAILS - Location: Fully Remote. - Schedule: On-call 7 days a week (Requires high flexibility to manage a global 24/7 operation). - Payment: All compensation is processed in digital assets (USDC/USDT). WHY JOIN US? We offer more than just an operations role; we offer the chance to lead the pulse of a global powerhouse. - Extreme Autonomy: We value results over red tape. You will have the freedom to build and execute your vision for our support and payment engines. - Global Impact: Lead the teams that interact with thousands of players every day, defining the reputation of the Partyhat brand. - A Culture of Momentum: Join a team that moves at the speed of light. You will be constantly challenged to innovate, protect, and outperform the market. - High-Growth Upside: We value "potential over pedigree." For a leader who takes extreme ownership of the front lines, there is a clear runway to shape the future of the entire organization.