Operations Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Lead based remotely in Canada. We are looking for an experienced Operations Lead to help build and scale the operational foundations of a growing portfolio of digital subscription products. You will take ownership of payment performance, customer operations, and key processes that directly influence revenue and profitability. Working at the intersection of payments, product, and customer experience, you will identify operational challenges and turn them into measurable improvements. You will optimize payment infrastructure, improve transaction success rates, reduce churn, and strengthen customer retention. As an early member of the business, you will have the autonomy to establish processes, test new approaches, and influence important product decisions. This is an opportunity to make a direct business impact while building scalable operations in a flexible, international, and fast-moving environment. 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.