Product Operations Analyst – Global Support

Hi. We're OFX, a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.

Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.

Purpose of your role

This role sits within the Product Operations team and supports the smooth day-to-day running of OFX’s operational platforms. You’ll be the first point of contact for operational support requests, helping internal teams resolve platform issues while building your understanding of how a global fintech business works end-to-end. We’re looking for a proactive and tech-savvy Product Operations Analyst to join our global Product Operations team. This role is focused on supporting the operational platforms that power our business, including investigating issues, resolving requests, supporting users and helping maintain smooth day-to-day operations across our product ecosystem.

You’ll work closely with Product, Technology and Operations teams to investigate issues, identify patterns, improve operational processes and help drive more efficient ways of working.

This is a great opportunity for someone early in their career who is curious, organised, enjoys problem solving and has an interest in AI and automation tools.

What you do

• Manage and respond to operational and platform support requests through Jira Service Management
• Investigate, trace and resolve platform and operational issues
• Work closely with Product, Engineering and Operations teams to coordinate issue resolution
• Monitor recurring issues, identify trends and escalate systemic problems where required
• Learn how our Payments, FX, Cards and operational platforms work
• Document operational processes, support procedures and knowledge articles in Confluence
• Support operational process improvements and efficiency initiatives
• Use AI and automation tools to help improve workflows, knowledge management and operational support processes
• Build familiarity with AI tools such as Rovo, Claude and workflow automation platforms

Why Join Us

• Exposure to Payments, FX, Cards and fintech platforms
• Opportunity to work with modern AI and operational tooling
• Learn from experienced Product, Technology and Operations teams
• Fast-paced and collaborative environment with opportunities for growth
• Opportunity to contribute to modernising operational support processes
• Mentoring from experienced team members who are invested in your growth

What you bring 

• Up to 3 years experience in operations, support, technology or related fields
• A degree in Business, Technology, Information Systems or a related field or equivalent practical experience.
• Strong problem-solving and investigative mindset
• Good attention to detail and ability to follow issues through to resolution
• Strong organisational and communication skills
• Curious and willing to learn new systems, platforms and business processes
• Self-starter attitude with a willingness to take ownership
• Interest in AI, automation and improving operational efficiency
• Ability to recognise patterns and identify opportunities for process improvement

Nice to have 

• Exposure to Jira, Confluence or Service Desk platforms
• Familiarity with AI tools such as ChatGPT, Claude, Rovo or Copilot
• Exposure to fintech, payments or technology environments
• Basic reporting, SQL or analytical skills
• Understanding of workflow automation concepts

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

We may use artificial intelligence (AI) tools to support certain stages of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by humans. While our Applicant Tracking System (ATS) includes AI features, we do not rely on the features to review or assess resumes against job requirements. All resumes are manually reviewed by our hiring team.

#LI-Hybrid

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.