Senior Operations Manager (AI Automation)

• We are looking for a Senior Operations Manager: AI Automation to lead how Capital.com uses AI and automation across Operations, including Customer Support and FinCrime
• You will own the automation roadmap. That means deciding what to automate, sizing and ranking each opportunity, and then building, testing and rolling out the automations with the teams who use them. You’ll redesign processes so that AI handles what it does well, fixed rules cover what needs to be predictable, and people keep the decisions that need judgement. You’ll work closely with operational managers, control owners, Product and Engineering, and lead a team of one to two people
• Own the automation roadmap and increase the share of automated tasks across Operations
• Find opportunities by analysing where time is lost, errors occur or work is repeated. Prioritise those with a clear baseline and measurable value
• Redesign processes with their users and control owners. Agree where AI adds value, where fixed rules work better and where a human must decide
• Build prototypes and working automations, and work with Product and Engineering on integrations and production support
• Test against real conditions (incomplete inputs, unexpected outputs, failed dependencies). Agree data, permissions and controls before launch, with human review and a manual fallback
• Lead rollout with operational managers and support colleagues through adoption
• Track quality, usage and benefits against baseline, including review and support costs. Fix failures, and document ownership, monitoring and recovery after launch

Benefits

• Private health insurance
• Option to work abroad (up to 30 days a year)
• Volunteering days
• Hybrid working (where applicable)
• Referral bonuses
• Exciting social events
• Development and training support
• Performance-based bonuses- Experience redesigning processes with operational teams and control owners in a regulated or control-heavy environment
• Financial services, fintech, brokerage or payments background
• Automation in Customer Support, KYC or FinCrime/AML
• Experience testing AI workflows and designing human review and exception handling
• Hands-on use of LLM APIs, workflow tools such as n8n, and Python or SQL
• 5+ years in operations, process excellence, automation or a similar field
• Ability to size opportunities and turn them into a prioritised roadmap
• Hands-on experience building and launching AI and automation in live operations, with measurable results
• Experience working with Product and Engineering, and managing direct reports