Capital on Tap - Product Operations Associate
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Responsibilities
• Design, own, and continuously improve end-to-end operational processes - driving down manual toil and building towards scalable, automated solutions • Monitor and analyse product performance data (approval rates, acceptance rates, failure rates, SLA metrics) to identify issues and inform optimisation • Own incident response for your product area - from initial triage and customer impact assessment through to resolution and post-incident review • Partner with Engineering, Compliance, and Customer Operations to investigate escalated issues and drive fixes • Manage relationships with external scheme partners and vendors, escalating and resolving issues on behalf of Capital on Tap • Ensure ongoing compliance with relevant scheme rules and regulatory requirements • Act as the voice of the customer within your product area - translating operational data into improvements that directly benefit our customers • In the Cards role, you will additionally: • Lead our authorisation and authentication strategy, resolving merchant acceptance and clearing issues to ensure our card is accepted globally • Monitor card-specific KPIs including approval rates, dispute rates, and 3DS performance • Support global card programme management in partnership with scheme partners (Visa/Mastercard) • Our Values & Culture 🌞 • Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly. • Just Pilot: • Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
Benefits
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard. • Be a Buddy: • Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done. • Owners and Dates: • Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback. • Feedback: • We're Looking For 🔎 • A proven ability to build and scale robust, complex operational systems. • Strong strategic and analytical skills, enabling you to use data to make decisions, balance short and long-term trade-offs, and manage complex, multi-stakeholder projects • A proactive, self-starting mindset with a strong sense of ownership, and are comfortable engaging with the technical details of systems alongside engineering teams • Card payments and card scheme knowledge / experience in the debit or credit card industry • Comfortable with data analysis, Looker & SQL (Bonus) • Previous experience of relevant payment schemes is preferred • Excellent stakeholder and vendor management skills • Hardworking, results-driven individual with a bias for action • Knack for identifying problems and driving solutions • Even if you don't have all of the necessary skills, we still encourage you to apply. • Interview Process 🤝 • Stage 1: 30 minute intro and values call with Talent Partner. • Stage 1: • Stage 2: 60 minute interview with the hiring manager and a member of the Product Operations team, covering operational processes, payments experience, and decision-making. • Stage 2: • Stage 3: 45 minute final interview with 1–2 members of the broader product team, focusing on values, strategic thinking, and AI in your day-to-day work. • Stage 3: • Diversity & Inclusion 🌈 • We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. • We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: • 🏥 Private Healthcare including dental and opticians services through Vitality • ✈️ Worldwide travel insurance through Vitality • 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical) • 👛 Salary Sacrifice Pension Scheme up to 7% match • 🏖️ 28 days holiday (plus bank holidays) • 📖 Annual Learning and Wellbeing Budget • 👪 Enhanced Parental Leave • 🚲 Cycle to Work Scheme • 🚂 Season Ticket Loan • 💬 6 free therapy sessions per year • Check out more of our benefits, values and mission here. • Other Useful Info • Other Useful Info • 👍 Check out our 'Top Tips' for interviewing. • ✔️ Keep updated on new job opportunities by following us on LinkedIn. • 📧 Email [email protected] if you have any questions. • Excited to work here? Apply! • If you'd like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.) • Other Info👍Check out our ‘Top Tips’ for interviewing.✔️Keep updated on new job opportunities by following us on Linkedin.📧Email [email protected] if you have any questions. • Other Info • Excited to work here? Apply!If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)
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