Payment Operations Manager

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.