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
✈️ World
Benefits
Health insuranceDental insurancePerformance bonus
Additional Information
We're Capital on Tap 👋
💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.
Today we're 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.
1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're 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.
Capitalontap · London, UK