Director, FinTech Operations & AI Transformation

Responsibilities

• Lead the transformation of Financial Services Operations from human-led models to AI-powered agentic workflows.
• Own end-to-end operational delivery and SLA performance across Embedded Finance verticals, including Banking, Lending, and Payments.
• Design and execute an "Ops Engine" built on agentic protocols and LLM-based tooling to automate routine tasks.
• Manage a team of 30+ managers and operators, fostering a coaching culture and upskilling talent for an AI-augmented future.
• Partner cross-functionally with Product, R&D, Risk, and Compliance to integrate operational requirements into product roadmaps.
• Synthesize operational data into executive-level insights to drive strategic investment and automation decisions.

Requirements

• Progressive operations leadership experience, including experience managing managers in high-volume, SLA-driven environments.
• Proven track record of leading teams through significant operational or technology transformations.
• Deep AI fluency, including a strong understanding of LLMs, agentic workflows, and automation tooling.
• Experience driving measurable efficiency and quality improvements in fintech, financial services, or complex regulated environments.
• Strong executive presence with the ability to advocate for resources and priorities using data-driven conviction.

Preferred Qualifications

• Direct experience in financial services operations such as banking, lending, or payments.
• Ability to navigate the human side of organizational change with empathy and transparency.

About the Company

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.