Technical Operations Manager

Owl Payments Europe is a licensed Payment Institution regulated by the Central Bank of Ireland and part of the Tripadvisor Group. It supports regulated supplier onboarding and payments operations for Viator’s European ecosystem. Tripadvisor Group connects people to travel experiences through its brands including Tripadvisor, Viator, and TheFork.

• 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 in day-to-day work.
• 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 that can be implemented and tracked.
• 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, including senior management.
• Comfort working alongside Financial Crime SMEs in KYC/KYB onboarding and AML/CFT transaction monitoring, with sufficient understanding of regulated operational controls to coordinate effectively across those areas.

Preferred experience:

• Experience in a regulated payments institution, e-money institution, acquirer, processor, marketplace or banking environment.
• Familiarity with first-line risk and control ownership, operational resilience, incident management, change governance and third-party risk or outsourcing governance.
• Working knowledge of KYC/KYB onboarding, AML/CFT operations, fraud operations or customer support workflows.
• Experience with Jira, Confluence, Excel or Google Sheets, BI or dashboarding tools, SQL, process-mapping tools, workflow automation platforms or AI-enabled productivity tools.
• Exposure to regulatory or audit environments and evidence-based control management.

Process improvement, systems enhancement and change delivery:

• 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.
• Define success measures and track whether changes deliver measurable improvements in efficiency, control robustness, service quality and scalability.

Operational incident management and service continuity:

• 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.
• Coordinate root cause analysis, post-incident actions and preventive improvements, ensuring lessons learned feed into longer-term fixes.
• Maintain operational runbooks, issue logs, decision logs and escalation paths.

Cross-functional coordination and delivery:

• Own the daily operational rhythm across Product, Engineering, FinCrime, Customer Support, Fraud, Risk, Compliance and Finance.
• Coordinate non-technical operational dependencies and unblock issues affecting supplier onboarding, payment flows and service delivery.
• Support operational readiness for releases, process changes, vendor changes and platform transitions.
• Ensure actions, decisions, dependencies and risks are tracked through to completion through Jira, Confluence or equivalent tooling.

Vendor and third-party oversight:

• Monitor performance of outsourced service providers and critical third parties under Owl’s outsourcing / OSP framework.
• Track SLAs, service issues, remediation items and recurring performance themes, and support vendor governance follow-up.
• Provide operational input to risk, compliance and audit reviews relating to third-party services.

Operational reporting, controls and governance:

• Produce and maintain operational MI, dashboards and KPIs covering service performance, incidents, backlog, quality, change outcomes and control effectiveness.
• Support the COO/CIO and control functions with accurate data, control evidence and management reporting.
• Contribute to internal reviews, audits, risk assessments and regulatory readiness activities.
• Help ensure that key operational processes are documented, repeatable and supported by appropriate controls.

This role is a remote position in Poland. Occasional travel to company offices as necessary. Only Umowa o Pracę/Permanent Contract is offered.