Senior AI Operations Transformation Lead
Trustly · New York City, New York
WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.
Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high growth environment, join us and be part of a team that's transforming the way the world pays.
ABOUT THE AI TRANSFORMATION TEAM
The AI Transformation team sits at the intersection of technology, product, and people, and is accountable for the operating leverage Trustly gains from making its processes and workflows AI native. The team partners with Customer Operations, Finance, Legal, People, and Go-to-Market to find the workflows where AI changes the economics, redesigns them, and proves the result in cost, cycle time, and reclaimed capacity. Every redesign carries a documented baseline and a figure Finance has validated.
ABOUT THE ROLE
As AI Operations Transformation Lead on the AI Transformation team, you'll take business workflows across Trustly and rebuild them around AI. You'll work with teams to understand how work gets done today, get clear requirements from the people who do it, and then build the new workflow yourself in Claude and the tools around it. You already use Claude every day and know how far it can be pushed.
This is a hands-on operations generalist role. You'll rotate through Trustly's highest priority areas over time, so the problems will keep changing. One month you might be scoping a Finance process with three stakeholders who disagree. The next you're building and testing a Claude workflow for a Customer Operations queue. Every project helps build and enable AI workflows to create an AI-Native Trustly.
You'll do well here if you get energy from hard, messy problems, like building things people actually use, and want to grow fast in a team that's still shaping how Trustly works with AI.
WHAT YOU'LL DO
- Run discovery with business teams to capture requirements: what the work is, who does it, where it breaks, and what good looks like.
- Build AI workflows in Claude using projects, skills, and connectors, and take them from prototype to something a team relies on.
- Iterate quickly on what you build based on stakeholder feedback.
- Manage complex processes that cross several teams, keeping owners, dependencies, and decisions clear.
- Set a baseline before changing anything, and track a speed and a quality metric for every workflow you touch.
- Build the financial case for each change, in capacity gained or cost avoided, and get Finance to validate it.
- Decide what you can build directly with Claude and no-code tools, and what needs IT or engineering support.
- Flag workflows that touch regulated decisions, such as credit risk, fraud, AML, or complaints handling, and route them to Legal and Compliance.
- Train affected teams on the new way of working and hand over something they can run without you.
- Turn what you build into patterns other teams can reuse.
WHO YOU ARE
Required
- Advanced daily user of Claude or a similar AI assistant, with examples of workflows you've built that other people use.
- Hands on experience building automated workflows with AI, low code, or integration tools.
- Strong at gathering requirements, including from stakeholders who don't yet know what they need.
- 6+ years in operations, process improvement, business analysis, or a similar field.
- Track record running complex cross functional processes or programs.
- Comfortable building and tracking operational metrics and explaining them to Finance.
- You take feedback well and use it to make the work better.
- Curious, motivated to learn, and excited to build.
Nice to have
- Experience in regulated or financial services.
- Lean or Six Sigma certification.
- Familiarity with Claude Code, MCP, or scripting.
- Experience leading change with frontline teams, including training and communication.
This role is based in our New York office, with occasional travel within the US and Europe.
SALARY RANGES IN US-BASED ROLE POSTING
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only and do not include other perks and benefits.
WHAT WE OFFER
At Trustly, you’ll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we’re shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll be challenged and empowered to grow, making a real impact every step of the way.
Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.
We offer innovative perks and benefits packages that include:
- Flexible paid time off & generous PTO accrual plans
- Comprehensive medical, dental, vision, and other insurances
- FSA & HSA plans for medical and dependent care
- Home office set-up allowance
- Internet stipend
- Retirement plan match for 401k and RRSP
- Gender-neutral paid parental leave, and more!
(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)
At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.