Operations Lead

This is a fully remote position, open to applicants in Ukraine, +1 more country.

📋 Description

• Assess the payment funnel, pinpoint reasons for payment losses, and explore opportunities to enhance revenue.

• Enhance both initial and ongoing payment approval rates, test various hypotheses, and analyze financial implications.

• Build payment infrastructure by collaborating with existing PSPs, onboarding new providers, and streamlining routing and cascading.

• Track payment and compliance metrics while minimizing chargebacks, refunds, and fraudulent activities.

• Optimize unit economics by refining payment processes, retention strategies, and user interaction scenarios.

• Examine user churn and identify strategies to boost retention rates.

• Develop Customer Operations and enhance user experience throughout the subscription lifecycle.

• Elevate product reputation and increase positive reviews on Trustpilot.

• Streamline and automate operational processes to enhance efficiency and cut costs.

• Identify areas needing improvement, devise enhancement plans, implement solutions, and assess business impact.

• Collaborate with payment providers and internal teams on various operational initiatives.

⛳️ Requirements

• Practical experience in Payments or Operations within B2C subscription products.

• Extensive knowledge of payment infrastructure and flow mechanics, including PSP, routing, cascading, decline codes, 3DS, and recurring billing.

• Proven experience in optimizing payment processes and boosting payment success rates.

• Familiarity with chargeback management, refunds, fraud prevention, and compliance requirements for payment systems.

• Strong analytical capabilities and comprehension of LTV, retention, churn, and essential subscription business metrics.

• Documented successes in enhancing payment metrics with measurable outcomes and generating or retaining additional revenue.

• Experience in independently analyzing issues, devising solutions, and executing them.

• Ability to prioritize tasks based on their impact on product revenue and profitability.

• Self-sufficiency, proactivity, accountability for results, and the ability to see initiatives through to completion.

• Open and constructive communication skills; willingness to flag risks early and suggest solutions.

• Preferred: experience in Customer Operations, retention strategies, customer journey optimization, review platforms such as Trustpilot, operational process automation including AI tools, payment systems in Tier-1 markets, or coordinating a Support team or operational areas.

🏝️ Benefits

• Option to work remotely or from the office in Kyiv or coworking spaces in Lviv and Warsaw.

• Flexible working hours.

• 28 days of annual leave.

• Up to 30 days of sick leave.

• Observance of public holidays.

• Health insurance coverage.

• Access to a Mental Health program.

• Reimbursement for psychological support sessions.

• Participation in the Ukrainian Victory Support program.

• Gifts for significant personal and professional achievements.

• Quarterly team-building activities, both online and offline.

• Opportunities for internal and external training sessions and courses.

• Freedom and support to take initiative.

• Chance to build a product from scratch and influence major decisions.