Payment Operations Specialist

About the role

You are the operational heartbeat of Omaze's payments infrastructure, owning the full lifecycle of subscriber payments and ensuring flawless execution across high-volume prize draws that change lives. In this subscription-first fundraising platform, you will monitor payment health in real time, investigate and resolve exceptions end-to-end, and manage the complete dunning and recovery cycle for millions of active users. You will own reconciliation processes, vendor relationships with Stripe and Shopify, and the day-to-day financial accuracy that keeps the business running smoothly. This role demands a relentless focus on precision, data-driven recovery strategies, and clear communication across technical and non-technical stakeholders. You will partner closely with Product, CRM, and Finance to shape payment-related features and drive continuous improvement in success and recovery rates.

Key facts

What you'll do

• Monitor payment success rates, failure trends, and processor health dashboards on a daily basis to maintain high levels of availability.
• Investigate and resolve payment exceptions, chargebacks, and disputes from start to finish, ensuring accurate and timely outcomes.
• Own the subscriber payment lifecycle from authorisation through to settlement, maintaining strict financial control.
• Manage refund workflows end-to-end, ensuring all processing is accurate, documented, and completed within agreed timeframes.
• Maintain internal runbooks and escalation protocols for payment incidents, enabling consistent responses during critical events.
• Own and continuously optimise the full dunning cycle, including retry logic, optimal timing, and message testing.
• Analyse decline reason codes deeply and apply segmented retry strategies tailored to each failure pattern.
• Collaborate with CRM and Product teams to refine pre-dunning communications and increase first-contact recovery.
• Test and iterate dunning cadences using A/B frameworks to identify the most effective recovery approaches.
• Run daily and monthly reconciliation across Stripe and Shopify Subscriptions at the scale of 1.2 million subscribers.
• Identify, investigate, and resolve discrepancies between processor reports and internal records with speed and accuracy.
• Build and maintain automated reconciliation tooling in close partnership with Engineering or BI teams.
• Serve as the primary internal owner for relationships with both Stripe and Shopify Subscriptions.
• Manage configuration, feature adoption, and account health to ensure platforms support business needs.
• Lead regular vendor reviews and negotiate on service level agreements, fees, and product roadmap alignment.
• Evaluate alternative or complementary payment tools as the business scales and requirements evolve.
• Produce weekly and monthly payments performance reports for Finance and leadership, covering reconciliation sign-off and recovery metrics.
• Maintain a payment ops dashboard that provides real-time visibility into key performance indicators for stakeholders.
• Surface actionable insights from decline and recovery data to inform product, CRM, and commercial decision-making.
• Partner with Product to shape payment-related feature development and coordinate seamless releases.
• Support compliance with PCI-DSS requirements and adhere strictly to internal data handling policies.
• Brief Customer Support teams on payment issues that affect the member experience, ensuring consistent messaging.

Requirements

• Experience in a payments, fintech, or subscription operations role that has exposed you to high-volume transaction environments.
• Hands-on experience with Stripe, including its billing, radar, and reporting APIs in a live operational context.
• Proven ownership of a dunning or failed-payment recovery programme with a track record of measurable improvements.
• Experience running reconciliation at scale, handling more than 100,000 transactions per month without errors.
• Strong data skills, with comfort using Excel or Sheets to manipulate large datasets and extract meaningful patterns.
• Ability to read and interpret processor reporting and settlement files to validate accuracy and resolve issues.
• Excellent attention to detail, with a low tolerance for unexplained discrepancies in financial records.
• Clear written communicator who can brief both technical and non-technical audiences effectively and calmly.

Nice to have

None specified.

Practical notes

This is a full-time role based in London. No information on hours, travel, visa requirements, application deadlines, or an official apply page was provided in the source material.