Partner Operations Manager

About us

Founded in 2018, we are one of the largest independent, fully vertically integrated omnichannel payments companies in the UK and Europe. We help businesses receive payments either through POS systems (the ones you tap your card on) or online. Recently listed in the top 50 fintech start-ups by Beauhurst.

We raised £100 million through Alchemy and currently process over £1.2bn a month, servicing over 60,000 customers across the UK & Europe.

DNA is made up of nine subsidiaries (and counting), DNA Payments, 123Send, Optomany, Opto KZ, Active Payments, EFT Solutions, Kwalitas, FPMS and Card Cutters. There are 350 of us across our head office in London, regional offices in the UK and Kazakstan.

We are growing quickly and are on the lookout for the very best talent to help us achieve our mission; to be a Pioneering Payments Provider, Powering businesses to thrive.

Job Summary:

As Partner Operations Manager at DNA Payments, you will be the responsible for operationally supporting our largest Partners.

Job Description:

- Own operational service delivery for assigned strategic partners, ensuring all operational queries, incidents, and support requests are managed within agreed SLAs.

- Act as the primary operational point of contact and escalation lead for partner support-related matters.

- Proactively monitor operational performance, identifying trends, risks, and opportunities for service improvement against agreed KPIs and SLAs.

- Lead regular operational governance calls with assigned partners to review:

o Open issues

o Incident Trends

o Service Performance

o Process improvements

o Upcoming roadmap items and operational readiness.

- Coordinate cross-functional teams including Operations, Risk, Product, and Technical Support to drive timely issue resolution and delivery.

- Maintain clear visibility of partner operational health, ensuring risks, blockers, and escalations are communicated effectively internally and externally.

- Support continuous improvement initiatives to enhance partner experience, operational efficiency, and service scalability.

- Work proactively with assigned partner accounts to define operational roadmaps, rollout plans, and delivery priorities.

- Monitor delivery against agreed roadmaps, milestones, and partner commitments.

- Ensure all internal stakeholders and resources remain aligned to partner priorities and delivery timelines.

- Work closely with partners to implement new products and services in a controlled and operationally robust manner.

- Maintain a strong understanding of commercial agreements, strategic objectives, and ongoing revenue performance to support effective partner management.

Required skills

- Experience: Minimum of 18 months experience in a support or customer facing role.

- Technical Knowledge: Familiarity with payment processing solutions and related technologies.

- Customer-Centric: A strong focus on client satisfaction and a proactive approach to solving merchant queries/needs.

- Multi-Tasking: Ability to work across multiple partners at the same time

What’s in it for you?

You’ll work with a collaborative team and join a fast-growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.

- 25 days holiday per year

- Private Medical

- Life Assurance

- Ride to work

- Access to self-learning platform

- Bookboon

- Income Protection

- Workplace Pension

- Employee Assistance Programme

Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.

Join us in creating a workplace that reflects the diverse world and customers we serve.

Should you require any reasonable adjustments throughout the interview process, please make us aware.