Wallet Operations Team Lead

Job title: Wallet Operations - Team Lead

Location: London, United Kingdom

About Ledger

We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger.

At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 200 countries.

The team:

We are seeking a dynamic and highly motivated leader to lead our Wallet Operations team.

The Wallet Operations and Optimization Team is responsible for looking at the ongoing performance and experience quality of the Ledger Wallet (the application itself and its services) from the point of view of the end Consumer and the point of View of the Providers delivering the Ledger Wallet services. In order to complete this task, the team will build, observe and monitor a broad set of internal, external and customer related indicators, KPIs and dashboards as well as directly observe the Wallet experience. Based on procedures the team will look for and investigate potential issues, alert, when relevant directly remedy some situations especially partner related, as well as reach out to other internal groups and external partners in order for them to take action. The team is equally a resource for other teams in order to clarify issues and take actions within their remit.

The team will actively contribute to delivering the best possible consumer and partner experience of the current version of the Wallet, contribute to identifying optimisation and ultimately impact consumers and partners satisfactio n, engagement, NPS, and Ledger revenue.

What you’ll be doing:

The Team Lead will be a key part of building the above set-up, scaling, optimizing it and forming and leading the team .

What we’re looking for:

• Material experience in setting up new operational functions preferably within a B2B or B2C environment.

• Demonstrated experience (2+ years) in Cryptocurrency Wallet Operations or a similar operational role, and 5+ years in a management position

• Strong negotiation skills with a proven ability to build and maintain B2B2C relationships with partners and stakeholders within the cryptocurrency ecosystem

• Experience assimilating data, from a variety of monitoring and alerting tools (e.g. Datadog, Tableau, Mixpanel).

• Experience operating effectively in a matrix environment, ensuring collaboration across diverse teams.

• Excellent problem-solving and troubleshooting skills and the ability to work under pressure.

• Effective communication skills, both written and verbal, with a "Customer-First" attitude.

• Proven ability to write clear, concise process documentation, governance frameworks, and operational playbooks.

Bonus Points

• Familiarity with industry-standard monitoring tools and software.

• Experience with ITIL or other incident management frameworks

At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages that include a wide range of benefits. Here are some of the benefits you can look forward to:

• Flexible work options - Our hybrid policy allows employees to work from home up to 3 times per week

• Health & Wellness support - Health and Life Insurance.

• Financial growth opportunities - Employees can become shareholders in Ledger as well as other financial benefits depending on your country of work.

• Commuter allowance - Ledger offers a commuter allowance to contribute to your preferred means of transportation.

• Learning & Development - A comprehensive suite of training solutions providing a personalised learning experience for every employee.

For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information.

We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.