Head of Operations

Key Responsibilities:

Strategic Leadership

• Lead and scale a single, high-performing Operations organisation responsible for all merchants, acquirers and strategic partners.
• Act as deputy to the Chief Operating Officer, contributing to executive decision-making, operational strategy and board-level reporting.
• Design and execute a comprehensive strategy to deliver an optimised day-to-day working relationship with our partners, along with driving actionable outcomes for our merchants and their consumers.
• Implement and embed organisational best practices to drive consistent, predictable commercial growth and operational execution.
• Champion a culture of excellence, accountability, and commercial impact across all teams.

Commercial Ownership

• Own revenue, retention, and growth targets across the entire merchant and partner portfolio.
• Negotiate commercial terms, revenue share agreements, and long-term collaboration roadmaps with strategic merchants and partners.
• Drive upsell, cross-sell, and joint initiatives to maximise portfolio value.
• Implement structured account planning, QBRs, success best practices, as well as leading senior-level engagement with strategic accounts and partners.
• Travel approximately 50% of your time meeting with merchants and partners.
• Serve as senior escalation point for complex, high-value relationships.

Operational & Financial Rigour

• Deliver forecasting accuracy across customer and partner portfolios, ensuring data-driven revenue and resource planning.
• Proactively monitor relationship health, churn risk, profitability and wider performance indicators through robust reporting and reviews.
• Optimise operational processes to balance growth with cost-to-serve efficiency.
• Drive P&L management, aligning revenue delivery with operational scalability.

Cross-Functional Impact

• Partner with Product, Sales, and Compliance to shape roadmap priorities, operational processes, and risk frameworks.
• Ensure smooth integrations, onboarding, and ongoing service delivery across all partners and merchants.
• Represent the function at the executive table and externally with key clients, partners, and investors.

Team Leadership & Development

• Build, coach, and inspire a high-performing Operations team covering the full merchant and partner lifecycle.
• Hire and onboard exceptional talent and ensure a robust onboarding process is in place to up-level staff across Operations.
• Instil a high-performance ethos: striving to be the best, driving measurable commercial outcomes, working hard as a team to accelerate business growth.
• Foster a culture of collaboration, consultative problem-solving, and continuous improvement.
• Build efficiency process savings to create capacity for growth for Operations and Acquired.com.

What you’ll bring

• 10+ years in customer success, account management, partnerships, or operations within payments or fintech.
• Relentless work ethic, with the drive to be the best and deliver results – combining strategic vision with hands-on execution.
• Proven ability to own commercial targets, negotiate complex contracts, and deliver measurable revenue growth.
• Data-driven operator, skilled at embedding best practice operating playbooks, effectively tracking team performance and delivering forecasting accuracy.
• Deep understanding of payment infrastructure, acquirer/PSP relationships, and merchant success strategies.
• Strong leadership track record, including scaling teams and leading change in high-growth environments.
• Consultative mindset – able to deeply understand client and partner needs, frame solutions, and deliver long-term value.
• Excellent executive presence, with experience engaging C-level stakeholders, boards, and investors.
• Able to effectively organise and prioritise across different areas of the team, ensuring a consistent balance of focus and execution.