Head of Payment Operations and Services

Join to apply for the Head of Payment Operations and Services role at Dojo. We’re reinventing payments. In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose‑built for in‑person commerce, is game changing. Now, over 150,000 customers across four countries choose to transact billions with us every year. But we’re just getting started. Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves. The Role We are seeking an experienced, strategic, and results‑oriented Head of Payment Operations and Services to head up and scale our payment operations function. This is a critical leadership role that will be responsible for the end‑to‑end management of all payment processing activities, including card transaction processing, scheme settlement, reconciliation, customer transfers and safeguarding. What You Will Do Develop and execute the strategic vision for the Payment Operations and Payment Services areas, aligning with Dojo's overall business objectives. Guide, mentor, and grow a team of payment operations specialists, analysts, and managers. Foster a culture of continuous improvement, accountability, and customer‑centricity. Build and nurture strong, trust‑based relationships with partner bank operational and compliance teams to ensure full alignment on safeguarding, regulatory requirements, and liquidity management, minimising operational risk. Oversee all daily payment operations (domestic & international), ensuring the timely and accurate processing, reconciliation, and settlement of transactions across multiple card schemes. Accountable for the safeguarding of customer funds – ensuring the reporting is accurate and timely. Implement and maintain robust operational procedures and controls to ensure compliance with financial regulations and industry standards. Oversee end‑to‑end management of payment terminals and merchant operations, ensuring seamless onboarding, deployment, maintenance, and service excellence. Identify and implement automation opportunities to increase efficiency, reduce manual effort, and improve the scalability of our operations. Advocate for data‑driven decision‑making, using metrics and dashboards to monitor performance, identify trends, and drive improvements. Work cross‑functionally with product, engineering, and finance teams to influence the product roadmap and build tools that enhance operational capabilities. Ensure all payment operations adhere to regulatory and scheme compliance requirements. Prepare and present regular performance reports to senior management, highlighting key metrics, trends, and strategic initiatives. Manage audits related to payment and fraud operations. What You Will Bring Proven experience (8+ years) in a senior leadership role within payment operations, risk, or treasury, preferably within a high‑growth fintech, PSP, or e‑commerce company. In‑depth knowledge of the payment ecosystem, including card schemes, settlement, reconciliation, and safeguarding processes. Demonstrable experience building and scaling a high‑performing operations team in a fast‑paced, dynamic environment. Strong analytical abilities, with experience in data analysis and performance metrics, particularly related to payment flows, payment success rates, and reconciliation. Problem‑solving abilities, with a strong attention to detail and accuracy – a proactive approach to troubleshooting payment issues, identifying root causes, and implementing sustainable solutions. Excellent communication, interpersonal and stakeholder management skills, with the ability to influence and collaborate across all levels of the organisation. A solid understanding of regulatory and compliance requirements within the payments industry both domestically and internationally. Dojo home and away We believe our best work happens when we collaborate in‑person. These “together days” foster communication, drive innovation and spark our brightest ideas. That’s why we have an office‑first culture, working from the office 4+ days per week. With offices across Europe, we can focus deep or share big ideas in collaboration spaces, and enjoy social hubs. How you fit our values What’s curious, relentless, and customer‑obsessed? If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values. You’re curious – you have a real desire to learn and create. You’re relentless – you keep going even when it’s easier not to. You’re customer‑obsessed – you know how important customers are to what you do. Diversity, equity, and inclusion at Dojo From local bakeries to well‑known eateries, Dojo payments serve over 150,000 places across the UK. We build teams to reflect the diversity of the businesses we serve. Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovate for better customer experiences. If you care about your work, you’re curious, and you think customer‑first, you have a place at Dojo. To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive. Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages. #J-18808-Ljbffr