Product Operations Associate

Were Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow their products werent fit for purpose and small business owners often couldnt access what they needed. We set out to fix that.

Today were a financial platform - not just a credit card company. We offer a best-in-class business credit card SME-focused spend management platform a savings product that hit 1 billion in funds within its first year and a growing suite of tools and financial products that make running a small business easier.

1000 employees 20bn in annual card spend 200000 customers 17000 Trustpilot reviews averaging 4.7 stars and were profitable. Weve done a pretty good job so far but were just getting started!

London Hybrid- 3 days a week in the office.

Product Operations

Our Product Operations team sits at the heart of our product delivery ensuring our card programmes and new product launches work seamlessly for our customers. The team works closely with Engineering Compliance and external partners to drive improvements manage incidents and keep our products running at their best. We are hiring for two roles within this growing team across Cards & Payments and Banking.

What Youll Be Doing

• 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.
• Why Not Today Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team we do the right thing even if its hard.
• Owners and Dates: We dont chase people. If you own a task and agree to a date the expectation is that it gets done.
• Feedback: We want our employees to flourish so we regularly provide direct and constructive feedback.

Were 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 dont 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 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 3: 45 minute final interview with 12 members of the broader product team focusing on values strategic thinking and AI in your day-to-day work.

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.

Great Work Deserves Great Perks

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 (-week fully paid sabbatical)

Salary Sacrifice Pension Scheme up to 7% match

Octopus EV Salary Sacrifice Scheme

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

Dog Friendly Offices

Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Other Useful Info

Check out our Top Tips for interviewing.

Keep updated on new job opportunities by following us on LinkedIn.

Email if you have any questions.

Excited to work here Apply!

If youd 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 ourTop Tips for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
Email if you have any questions.

Excited to work here Apply!
If youd 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.)