Payments Operations Specialist

About the role

You are the operational heartbeat of Omaze's payments infrastructure, owning reconciliation, dunning, vendor relationships, and the day-to-day health of our payments ecosystem at scale. This is a subscription-first fundraising platform where flawless execution directly supports millions in donations to UK charities like Age UK, the RSPCA, British Heart Foundation, and Great Ormond Street Hospital Charity. You will own end-to-end responsibility for payment exceptions, chargebacks, and the full subscriber payment lifecycle from authorisation through settlement. The role requires immediate availability to monitor processor health, run daily failure trend analysis, and maintain robust internal runbooks for payment incidents. You will continuously optimise the dunning cycle, applying segmented retry strategies based on decline codes and collaborating closely with CRM and Product teams. Success in this role means ensuring accurate financial reconciliation across Stripe and Shopify Subscriptions for 1.2 million active subscribers while partnering on compliance and supporting Customer Service to protect the member experience.

Key facts

What you'll do

• Monitor payment success rates, failure trends, and processor health dashboards daily to safeguard revenue.
• Investigate and resolve payment exceptions, chargebacks, and disputes end-to-end with clear written communication.
• Own the subscriber payment lifecycle from authorisation through to settlement, ensuring accuracy and timeliness.
• Manage refund workflows and guarantee timely, accurate processing aligned with internal policies and external regulations.
• Maintain internal runbooks and escalation protocols for payment incidents to streamline response and reduce downtime.
• Own and continuously optimise the full dunning cycle, including retry logic, timing, and message testing.
• Analyse decline reason codes and apply segmented retry strategies to maximise recovery rates across customer segments.
• Collaborate with CRM and Product teams to improve pre-dunning communications and align messaging with user journeys.
• Test and iterate dunning cadences using A/B frameworks to identify optimal timing and content for recovery.
• Run daily and monthly reconciliation across Stripe and Shopify Subscriptions at 1.2 million-subscriber scale.
• Identify, investigate, and resolve discrepancies between processor reports and internal records promptly and thoroughly.
• Build and maintain automated reconciliation tooling in partnership with Engineering or BI teams to increase accuracy.
• Serve as the primary internal owner for both Stripe and Shopify Subscriptions relationships, acting as key liaison.
• Manage configuration, feature adoption, and account health for payment platforms while assessing impact of platform updates.
• Lead regular vendor reviews and negotiate on SLAs, fees, and product roadmap alignment to protect business interests.
• Evaluate alternative or complementary payment tools as the business scales to support future growth scenarios.
• 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 stakeholders and critical issues.
• Surface actionable insight from decline and recovery data to inform product, CRM, and commercial strategy decisions.
• Partner with Product to shape payment-related feature development and releases based on operational realities.
• Support compliance with PCI-DSS requirements and internal data handling policies to mitigate risk.
• Brief Customer Support on payment issues affecting member experience to ensure consistent communication.

Requirements

• Experience in a payments, fintech, or subscription operations role that demonstrates exposure to high-volume transaction environments.
• Hands-on experience with Stripe, including billing, radar, and reporting APIs, to manage configuration and troubleshoot issues.
• Proven ownership of a dunning or failed-payment recovery programme with documented improvements in recovery rates.
• Experience running reconciliation at scale, processing more than 100,000 transactions per month, with strong attention to detail.
• Strong data skills, comfortable using Excel or Sheets to manipulate large datasets and build operational reports.
• Ability to read and interpret processor reporting and settlement files to identify root causes of discrepancies.
• Excellent attention to detail and a low tolerance for unexplained discrepancies, ensuring accuracy across all payment flows.
• Clear written communicator able to brief both technical and non-technical audiences, including Finance and Customer Support.

Practical notes

This is a London-based, full-time position. No remote or hybrid options are specified in the source. There are no stated working hour ranges, travel requirements, visa sponsorship details, or application deadlines provided in the source material.