Delivery & Optimization Operations Manager

Paybis is looking for an operations manager to own our back-office operations and make them run smoothly and repeatably. Today, much of our day-to-day operational work depends on a few senior people and on knowledge that isn't written down. You'll change that. You'll take direct ownership of this area, turn undocumented work into clear processes the whole team can rely on, and build a small team around it.

This is a hands-on operations and process role, not a project management role. You'll do the work yourself, write down how it's done, and gradually take on the authority to run it independently.

• Own back-office operations end to end. This includes payment product and account configuration, fee adjustments, platform content updates, internal transfer requests, and similar daily operational work.
• Write and maintain standard operating procedures (SOPs) for these request types, so the team and the wider company can find the knowledge instead of relying on one person.
• Once a process is documented and proven reliable, carry out and approve routine requests directly, without escalating.
• Track and report on delivery performance: volume, turnaround time, backlog, and escalation rate.
• Build and lead a team of two, an Operations Coordinator and a Delivery Operations Specialist, starting around your third or fourth month.
• Spot requests that don't fit an existing process. Escalate them early on, and resolve more of them yourself as your judgment develops.
• Keep internal teams informed about changes to back-office operations and align expectations once changes go live.
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• Once the core work is stable, help simplify how back-office configuration is managed. You'll also scope practical automations, such as automatic task assignment, deadline reminders, or automatic follow-ups when a request is incomplete.

• First 30 days: you're onboarded, handling routine requests with guidance, and have mapped the request types we currently handle.
• By day 60: you're handling most routine requests on your own, you've drafted SOPs for the highest-volume request types, and you've set up simple delivery tracking.
• By day 90: your SOPs cover most recurring work. A formal review at this point unlocks approval authority and the start of people management.
• By 12 months: back-office delivery runs on documented processes with minimal senior escalation, and your team works with clear ownership. You've also delivered at least one automation or efficiency improvement with measurable impact.

Must have

• 2–3 years in operations management, ideally in fintech or payments. Other structured, regulated operations backgrounds also fit, such as back-office, trust & safety, or customer operations.
• Fluent English, B2+
• Hands-on experience with admin panels or back-office tools, ticketing systems such as Monday.com, or light workflow automation.
• A track record of writing SOPs or operational documentation that a team actually uses, not just personal notes.
• Confidence in making decisions within a defined scope, and good judgment about when to escalate instead.
• Some experience managing or mentoring junior colleagues, or clear readiness to grow into it.
• An instinct for turning repeated work into documented, repeatable processes.
• Comfort in a startup environment where structures are still being built and changed.

Nice to have

• Exposure to payment operations or the basics of fintech compliance.

Not required

• PM certifications (PMP, PRINCE2), a background in cross-functional program management, or technical crypto or blockchain knowledge.

• make calls under ambiguity instead of waiting for a finished playbook
• stay calm when requests are time-sensitive or unclear
• communicate clearly with non-technical teams
• care about developing people, not just delegating tasks

• Meaningful work in a fast-growing fintech and crypto company
• Friendly, skilled, and supportive colleagues
• A professional development budget for courses, seminars, and conferences
• Health insurance after the probation period
• Company events and team-building activities
• If you're based in Riga: a modern office in the city centre with paid lunches, free parking, and snacks, fruit, and coffee on hand

• HR Interview
• Practical task 
• Interview with Director of Operations
•  Reference check