Technical Operations Manager
T
TripadvisorPayments, E-commerce
Remote (Poland)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLJiraMicrosoft ExcelConfluenceGoogle Sheets
Requirements
- 5+ years of experience in operations, service management, technical program management, payments operations, risk operations, or a similar cross-functional role in fintech, payments, e-commerce, marketplaces, or another regulated environment.
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making.
- Proven ability to operate effectively with a global-first mindset.
- Demonstrated experience driving process redesign, operational improvement, and system or workflow changes in partnership with technical and business teams.
- Experience translating operational problems into structured requirements, user stories, process maps, playbooks, or change actions.
- Demonstrated experience coordinating incidents, escalations, dependencies, or service issues across technical and business teams.
- Experience working with outsourced providers or vendors, including SLA monitoring, service reviews, and follow-up of remediation actions.
- Strong operational and analytical mindset, with experience using data to prioritise issues, measure outcomes, and improve performance.
- Excellent written and verbal communication skills, with the ability to translate complex issues for technical and non-technical stakeholders.
- Comfort working alongside Financial Crime SMEs in KYC/KYB onboarding and AML/CFT transaction monitoring, with sufficient understanding of regulated operational controls.
Responsibilities
- Identify operational pain points, control gaps, and recurring failure points across onboarding, payment flows, AML/CFT operations, and support workflows.
- Translate issues into practical process redesign, tooling changes, workflow enhancements, and clear business or operational requirements.
- Partner with Product, Engineering, FinCrime, and business teams to shape, prioritise, and implement process changes and targeted system feature enhancements.
- Act as the first point of coordination for operational issues, service disruptions, and cross-workstream queries.
- Triage incidents, assign owners, track actions, and ensure timely escalation, stakeholder communication, and closure.
- Own the daily operational rhythm across Product, Engineering, FinCrime, Customer Support, Fraud, Risk, Compliance, and Finance.
- Monitor performance of outsourced service providers and critical third parties under Owl’s outsourcing / OSP framework.
- Produce and maintain operational MI, dashboards, and KPIs covering service performance, incidents, backlog, quality, change outcomes, and control effectiveness.
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