Product Operations Associate

📍 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 You’ll 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 it's hard.
• 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.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive 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 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 1–2 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 (£250, £500, £750, 4-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

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📧 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.)