Head of Operations
Evotym · Riga, Latvia · full time · On site · 2 days ago
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Role Overview
Shape how merchants experience the service at every stage. As Head of Operations, you will improve client-facing processes, build practical automations and help teams adopt better ways of working. You will have room to make a visible impact in a growing business.
About the Client
Our client is an international payment services provider for online businesses. Its platform supports payments, transfers and currency exchange.
Key Responsibilities
- Design and improve client-facing processes across the merchant lifecycle, from onboarding to support, investigations and disputes.
- Map workflows, remove bottlenecks, and define ownership, handoffs and escalation paths.
- Set SLAs and KPIs for client-facing teams, and monitor results through regular reporting.
- Roll out processes through playbooks, documentation and training, and ensure teams use them.
- Build automations yourself using LLMs and automation tools to reduce manual work and improve response quality and speed.
- Turn recurring client issues into actionable input for Product and Tech.
- Ensure processes meet regulatory and partner requirements.
Requirements
- 5+ years in operations, process improvement or B2B client operations within payments.
- Proven experience building and scaling client-facing processes.
- A track record of implementing SLAs and metrics with measurable results.
- Experience rolling out processes to support or operations teams and driving change.
- Good understanding of payment flows and common merchant issues.
- Hands-on experience building automations with LLMs, rather than only specifying them for developers.
- Confidence working with data and creating your own reports.
- A structured, analytical and highly autonomous approach.
- Fluent English for communication with international clients.
- Languages: English
- Experience in fintech
Key Soft Skills
- Strong ownership: take a problem from idea to working solution without waiting for direction.
- Clear, structured written and verbal communication with teams and senior stakeholders.
- Ability to influence and align cross-functional teams without direct authority.
- Patience and persistence when helping people adopt new ways of working.
- Client-centric thinking that considers the merchant’s experience in every process.
- Pragmatism: know when a simple fix is enough and when a deeper redesign is needed.
- Comfort with ambiguity and changing priorities in a growing company.
- Curiosity and a habit of testing new tools, especially AI.
What We Offer
- Competitive salary aligned with experience
- Collaborative and transparent team culture
- High-impact role in a scaling fintech company
- Recognition of personal milestones and achievements
- Social benefits
- Employer
- Evotym
- Location
- Riga, Latvia · On site
- Contract
- full time