VP of Operations

The Role
We are looking for a highly capable VP of Operations to ensure FrankieOne runs as a well-oiled, high-performance machine. This role combines operational autonomy with the ability to chart and execute their own plans, while also being willing to roll up their sleeves and get things done. You will oversee and coordinate operational functions across Customer Success, TechOps, Onboarding, Support, and Internal Process Improvement. The role is responsible for ensuring smooth cross-departmental execution, running company-wide OKR and QBR processes, and driving operational excellence through metrics, technology, and continuous improvement.

We are forward-thinking, tech-savvy, and early adopters of the latest tools, including advanced AI solutions across multiple departments. We need a leader who shares this mindset, has a proven track record in leveraging technology for step-change improvements, and can roll out major initiatives that materially impact performance and scale.

Equally important, this leader must thrive in high-pressure environments, someone who runs toward challenges, not away from them. They must be hands-on, ready to roll up their sleeves, and driven to deliver tangible results, ensuring that critical initiatives are executed with urgency, resilience, and impact.

Key Responsibilities

• Lead, coach and develop high-performing operational teams across Customer Success, Onboarding & Technical Support.
• Own and run company-wide OKR and QBR processes, ensuring alignment, accountability and measurable outcomes.
• Drive operational excellence through clear KPIs, reporting frameworks and performance management.
• Ensure smooth cross-functional collaboration between Sales, Product, Engineering and Marketing, reducing friction and improving execution speed.
• Identify, assess and roll out AI and other technology-driven initiatives to deliver material efficiency and performance gains.
• Oversee process optimisation projects that reduce costs, increase speed and improve customer experience.
• Implement and maintain tools, systems and workflows that enable scalability and visibility across the business.
• Partner with the CEO, COO and ELT on strategic planning and execution of high-impact operational initiatives.
• Champion a culture of continuous improvement, ensuring the company remains agile, data-driven and forward-looking.
• Ensure operational compliance with relevant standards and requirements across jurisdictions.

What We're Looking For

• 4+ years in senior operations leadership roles, ideally in high-growth SaaS, fintech or technology-driven businesses
• Proven ability to lead multi-disciplinary teams and manage complex, cross-functional initiatives.
• Demonstrated success in using AI and technology adoption to achieve operational step changes.
• Highly metric-driven, with strong analytical and decision-making skills.
• Track record of implementing scalable processes, systems and performance frameworks.
• Strong facilitator, able to drive alignment and clarity across global teams.
• Excellent project management skills, able to roll out major initiatives from planning through execution.
• Experience working in fast-paced, high-growth environments, with an understanding of regulated industries being highly advantageous.
• Located in Melbourne.

Why FrankieOne

• High-growth, purpose-led company in a mission-critical space
• Exceptional team, low ego, fast-moving
• Opportunity to own and shape the entire product function
• Hybrid flexible work with regular team offsites and strategy sessions
• Competitive salary + ESOP + benefits

Role Positioning
While not part of the ELT, the role works closely with the CEO and executive leadership to deliver operational initiatives that drive FrankieOne's strategy and growth.

At FrankieOne our goal is to help scale fintechs and financial institutions alike by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to all global tools in one place, delivers unparalleled customer experiences. In order to do that, over the last four years we have created a unique culture focused on high performance, accountability, being frank - essentially where Frankies can thrive and our customers can feel confident that they are compliant.