Payment Operations Specialist

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 £100 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 explai…