Operations Lead

Accountabilities: As Operations Lead, you will take end-to-end ownership of operational performance, identifying opportunities to improve payment efficiency, customer experience, and business results. Your responsibilities will include: Analyze payment funnels, identify the causes of failed transactions, and uncover opportunities to increase revenue. Improve initial and recurring payment approval rates by testing hypotheses and measuring the financial impact of changes. Develop and optimize payment infrastructure by managing existing Payment Service Providers (PSPs), onboarding new providers, and improving routing and cascading strategies. Monitor payment and compliance metrics while implementing initiatives to reduce chargebacks, refunds, and fraudulent transactions. Improve product unit economics through payment optimization, retention initiatives, and better user interaction flows. Investigate customer churn and identify opportunities to strengthen retention and reduce cancellations. Develop Customer Operations by improving the user experience and customer interactions throughout the subscription lifecycle. Strengthen product reputation by improving customer satisfaction and generating positive reviews on platforms such as Trustpilot. Optimize and automate operational workflows to increase efficiency and reduce costs, including through the use of AI-powered tools where appropriate. Independently identify operational challenges, develop improvement plans, implement solutions, and measure their business impact. Collaborate with payment providers and internal teams to coordinate and deliver operational initiatives. Requirements The ideal candidate combines hands-on payments and operations experience with strong analytical skills and a results-driven approach to improving subscription business performance. You should bring: Practical experience in Payments or Operations within B2C subscription-based products. In-depth knowledge of payment infrastructure and transaction flows, including PSPs, routing, cascading, decline codes, 3D Secure (3DS), and recurring billing. Proven experience optimizing payment processes and improving transaction approval and success rates. A solid understanding of chargeback management, refunds, fraud prevention, and payment compliance requirements. Strong analytical capabilities and familiarity with subscription business metrics, including lifetime value (LTV), retention, and churn. Demonstrated success improving payment performance, supported by measurable results and clear examples of changes implemented and additional revenue generated or retained. The ability to independently investigate problems, identify solutions, and drive implementation from start to finish. Strong prioritization skills, with the ability to focus on initiatives that have the greatest impact on revenue and profitability. A proactive, independent mindset, with a strong sense of ownership and accountability for results. Clear and constructive communication skills, including the ability to flag risks early and recommend practical solutions. Additional experience that would be advantageous includes: Customer Operations experience, particularly in retention strategies and customer journey optimization. Managing product reputation and customer reviews through platforms such as Trustpilot. Automating operational processes using AI tools or other technologies. Working with payment systems and providers in Tier-1 markets. Coordinating customer support teams or overseeing specific operational functions. Benefits Opportunity to build a product and its operational processes from the ground up, with influence over key business decisions. High level of autonomy and flexibility to take ownership of initiatives and drive meaningful improvements. Opportunity to collaborate and grow alongside experienced, high-performing professionals. Access to internal and external talks, courses, and ongoing learning opportunities. Fully remote work, with the option to work from an office in Kyiv or coworking spaces in Lviv and Warsaw. Flexible working hours, with the freedom to organize your schedule around results. 28 working days of annual vacation, up to 30 days of sick leave, and all public holidays. Flexibility to exchange working days and weekends when needed. Medical insurance and access to a Mental Health program. Compensation for psychological support sessions. Opportunities to participate in social-impact initiatives. Gifts to celebrate important personal and professional milestones. Quarterly online and in-person team-building activities.