Operations

• Track and analyze key business metrics (OKRs, financials, operational KPIs) to support decision-making
• Build and maintain dashboards (e.g., Looker, Retool) for real-time business monitoring
• Identify inefficiencies, bottlenecks, or revenue leakages within business processes
• Propose and implement solutions (SOP improvements, automations, workflow changes)
• Support and manage ad-hoc strategic projects from CEO Office
• Conduct analysis to uncover growth opportunities and cost efficiencies
• Collaborate with cross-functional teams to ensure smooth execution of initiatives

Business and Operations Analyst

• Prepare, process, and maintain accurate sales invoices while supporting accounting-related administrative tasks
• Follow up on accounts receivable and communicate with customers regarding invoices, payments, and contract-related matters
• Verify customer orders and ensure all details are correctly processed and documented in internal systems
• Update customers on the status of their files, orders, and ongoing administrative processes
• Enter, update, and monitor sales contracts within the database while maintaining high data quality standards
• Manage general administrative responsibilities including reception support, phone handling, and office management tasks
• Support day-to-day operational activities and contribute to the successful execution of internal operational projects
• Ensure smooth communication between internal departments and customers to improve service efficiency and customer satisfaction
• Maintain organized documentation and administrative records while ensuring deadlines and follow-ups are completed on time

Administration & Operations Specialist, Fluent Dutch

• Design, implement, and continuously optimize Standard Operating Procedures (SOPs) across all departments to ensure scalability.
• Lead and manage the end-to-end KYC/AML workflow, ensuring a frictionless user experience while maintaining rigorous regulatory standards.
• Manage and optimize deposit/withdrawal flows, ensuring speed, security, and reconciliation accuracy.
• Lead procurement and manage relationships with external vendors (e.g., liquidity providers, KYC/AML software, cloud services).
• Create frameworks that monitor our data to make sure every policy is followed.
• Own & understand all data; ensure data integrity, reporting accuracy, and use operational metrics to drive decision-making.
• Oversee CS performance metrics to ensure user issues are resolved and systemic bugs are reported back to product teams.
• Strategic ownership of the operations budget, optimizing burn rate while ensuring the exchange has the resources to scale.
• Act as a liaison between the local & global teams and maintain relationships with vendors.

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Business and Operations Analyst

Administration & Operations Specialist, Fluent Dutch

VP Operations