Chief Operating Officer (COO), Cryptocurrency Exchange

Position: Chief Operating Officer (COO), Cryptocurrency Exchange

Reporting Line: Reports directly to the Group Chief Executive Officer (Group CEO).

Location: Fully Remote

General Purpose: Responsible for launching and operationally scaling the cryptocurrency exchange, ensuring excellence in execution, regulatory compliance, and efficient business operations across all functional areas.

Specific Objectives (~12 months):

- Establish a global network of introducing brokers/key opinion leaders (IBs/KOLs) and retail partners to drive customer acquisition and platform growth.

- Define and initiate the licensing roadmap across key jurisdictions to enable compliant operations and future market expansion.

- Implement convenient and reliable fiat on- and off-ramp solutions tailored to the needs of each operational market.

- Build and structure a scalable, cross-functional operations team to support growth, compliance, and service excellence.

- Achieve operational break-even through disciplined cost management, revenue optimization, and strategic scaling.

- Develop and formalize a clear, differentiated unique value proposition (UVP) to guide positioning, messaging, and go-to-market efforts.

- Design and deploy a CRM, client member area (for clients and IBs/KOLs), and a back-office system to support commercial operations, partner management, and internal workflows.

Key Activities:

- Establish and enforce internal operational policies and external partner standards to ensure consistent, compliant, and scalable execution.

- Recruit, structure, and lead a sales team focused on acquiring and managing relationships with crypto Introducing Brokers/Key Opinion Leaders (IBs/KOLs).

- Build and oversee a compact, results-driven marketing team focused on events, affiliate programs, and performance marketing initiatives.

- Identify, evaluate, and onboard payment service providers (PSPs) to support reliable fiat on- and off-ramp capabilities in key markets.

- Set up and operationalize a customer support function, including recruitment, training, and certification of support agents to ensure consistent service standards.

- Develop a comprehensive business plan and execution roadmap outlining operational priorities, growth strategies, financial projections, and resource requirements.

- Lead the rollout of a minimum viable product (MVP), conduct user testing, and validate product-market fit prior to full-scale market launch.

- Establish the technological infrastructure necessary to support core operational processes and policies, including but not limited to fraud prevention, compliance, and risk management systems.

- Define key performance indicators (KPIs) for all critical processes and implement a business intelligence (BI) dashboard for executive and board-level reporting.

- Map and define the end-to-end customer journey to optimize user experience, retention, and conversion across all touchpoints.

Requirements

Key Competences:

- Strategic and operational planning: ability to structure business models, roadmaps, and execution frameworks aligned with company goals.

- Crypto-native business development: deep understanding of the crypto ecosystem, including introducing brokers, affiliate models, and fiat/crypto flows.

- Regulatory and compliance acumen: familiarity with global licensing processes, risk frameworks, and operational controls for crypto exchanges.

- Cross-functional team leadership: proven ability to build and manage lean, high-performing teams across sales, marketing, support, and operations.

- Technology infrastructure oversight: capability to define, integrate, and govern operational tech stacks supporting KYC, fraud prevention, and customer service.

- Customer experience design: expertise in mapping customer journeys and optimizing UX across digital platforms.

- KPI design and reporting: proficiency in defining process metrics and leading the development of BI dashboards for inte