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.