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.

Omaze is a subscription-first fundraising platform with over 1.2 million active subscribers. 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.

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 1.2M-subscriber 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

• 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'LL THRIVE HERE

• Relentlessly precise. At 1.2 million subscribers, small error rates become big numbers fast. 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…