Job Overview
Job Title: Remote Digital Wallet Operations & Customer Experience Manager
Location: Remote (Supporting Kuwait Market)
Employment Type: Full-Time
Experience Level: Mid–Senior
Role Summary
This position is responsible for managing the end-to-end operations of a digital wallet ecosystem, with a strong emphasis on customer experience, transaction reliability, and service optimization. The role bridges operations, support, and product teams to ensure a seamless user journey.
Functional Responsibilities
1. Wallet Operations Management
- Oversee daily wallet activities including deposits, withdrawals, peer-to-peer transfers, and merchant payments
- Monitor transaction flows and ensure high availability of services
- Identify operational bottlenecks and implement process improvements
2. Customer Experience Optimization
- Design and improve customer journeys within the wallet ecosystem
- Analyze user feedback and behavioral data to enhance usability
- Coordinate with support teams to resolve escalations efficiently
3. Incident & Issue Management
- Lead response to transaction failures and service disruptions
- Conduct root cause analysis and implement preventive measures
- Maintain incident logs and reporting frameworks
4. Performance Monitoring & Reporting
- Track KPIs such as transaction success rate, resolution time, and user satisfaction
- Generate periodic performance reports for stakeholders
- Recommend improvements based on data insights
5. Compliance & Risk Oversight
- Ensure adherence to financial regulations and internal controls
- Monitor suspicious activities and coordinate with compliance teams
- Support audits and regulatory reviews
Required Qualifications
- 5–8 years of experience in fintech operations, digital wallets, or financial services
- Strong understanding of mobile payments and wallet systems
- Experience managing customer experience in digital platforms
- Ability to work cross-functionally in a remote setup
Key Skills
- Operational management
- Customer-centric thinking
- Data analysis and reporting
- Problem-solving and decision-making
Compensation & Benefits
- Competitive Kuwait fintech-aligned salary
- Fully remote flexibility
- Opportunity to shape digital wallet experiences
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