Payment Operations Manager

Job description

WHO WE ARE At Omaze, we give our community in the UK and Germany the chance to win luxury homes and other life-changing prizes — all while raising money for the causes they love. Thanks to our Omaze Community, we’ve raised over £150 million for UK charities in just five years. That’s millions helping organisations like Age UK, the RSPCA, British Heart Foundation and Great Ormond Street Hospital Charity deliver life-saving work. And the best part? We’re only just getting started. Omaze is building a business and culture committed to growth and creating significant social impact on a global scale. 🔑 ABOUT THE JOB Omaze is a subscription-first platform. We run large-scale prize draws that change people's lives — and we need flawless payments infrastructure behind every one. This role is the operational heartbeat of that infrastructure: owning reconciliation, dunning, vendor relationships, and the day-to-day health of our payments ecosystem. 🔧 WHAT YOU’LL BE DOING CORE PAYMENTS OPS Daily Operations - Monitor payment success rates, failure trends, and processor health dashboards daily - Investigate and resolve payment exceptions, chargebacks, and disputes end-to-end - Own the subscriber payment lifecycle from authorisation through to settlement - Manage refund workflows and ensure timely, accurate processing - Maintain internal runbooks and escalation protocols for payment incidents DUNNING & RECOVERY Failed Payment Recovery - Own and continuously optimise the full dunning cycle — retry logic, timing, and messaging - Analyse decline reason codes and apply segmented retry strategies accordingly - Collaborate with CRM and Product to improve pre-dunning communications - Test and iterate dunning cadences using A/B frameworks where available RECONCILIATION Financial Accuracy - Run daily and monthly reconciliation across Stripe and Shopify Subscriptions at scale - Identify, investigate, and resolve discrepancies between processor reports and internal records - Build and maintain automated reconciliation tooling in partnership with Engineering or BI VENDOR MANAGEMENT Stripe & Shopify - Serve as the primary internal owner for both Stripe and Shopify Subscriptions relationships - Manage configuration, feature adoption, account health, and platform update impact assessments across Stripe and Shopify Subscriptions - Lead regular vendor reviews and negotiate on SLAs, fees, and product roadmap alignment - Evaluate alternative or complementary payment tools as the business scales REPORTING & INSIGHT Performance Intelligence - Produce weekly and monthly payments performance report for Finance and leadership, covering reconciliation sign-off, authorisation rates, payment-failure churn, recovery performance, and net revenue recovered - Maintain a payment ops dashboard that gives real-time visibility to key stakeholders - Surface actionable insight from decline and recovery data to inform product, CRM, and commercial decisions CROSS-FUNCTIONAL Collaboration & Compliance - Partner with Product to shape payment-related feature development and releases - Support compliance with PCI-DSS requirements and internal data handling policies - Brief Customer Support on payment issues affecting member experience 🤩 ABOUT YOU - Experience in a payments, fintech, or subscription operations role - Hands-on experience with Stripe, including billing, radar, and reporting APIs - Proven ownership of a dunning or failed-payment recovery programme - Experience running reconciliation at scale (>100k transactions/month) - Strong data skills — comfortable in Excel/Sheets - Ability to read and interpret processor reporting and settlement files - Excellent attention to detail and a low tolerance for unexplained discrepancies - Clear written communicator able to brief both technical and non-technical audiences THE KIND OF PERSON WHO WILL THRIVE HERE - Relentlessly precise. You're the person who notices the discrepancy everyone else missed and doesn't rest until it's explained. - Recovery-minded. You don't just run the dunning process — you obsess over why cards fail, segment your retries intelligently, and find percentage points of recovery others leave behind. - A confident vendor partner. You build strong relationships with Stripe and Shopify account teams, know how to escalate effectively, and hold vendors accountable to SLAs without burning bridges. - Process-builder, not just process-follower. You inherit some workflows and build others from scratch. You're comfortable creating runbooks, automating repetitive checks, and leaving things better than you found them. - Clear under pressure. When a payment incident lands at pace, you triage fast, communicate clearly to Finance and leadership, and resolve it without drama. 🙌 WHAT’S IN IT FOR YOU - Generous stock options scheme - 25 days annual leave PLUS Bank Holidays - Private medical and dental insurance - 9% employer pension contributions, when you contribute at least 2% - A generous personal learning and development budget each year to use on training courses, conferences and professional memberships - Enhanced family leave policies - Life assurance of 4x your salary DEI STATEMENT We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every Omaze employee can bring their authentic self to work at all times.