Head of Operations

Who we are

We are building the world’s first regulated payments curation platform. By consolidating best-in-class payments infrastructure under our ecosystem, we will enable marketplaces and eCommerce brands to scale their payments operations smoothly around the world.

We are building a workplace that encourages growth, development, and fun. Working in a startup can be both rewarding and challenging, we’ll be with you throughout the highs and lows as one team. We need people who have passion, resilience, a willingness to find Solutions, not just problems, and work well within our global team of almost 30 nationalities.

The Role

The Head of Operations plays a critical role in coordinating and leading all operational activities across the Navro Group. Responsible for ensuring smooth operations, improving processes and driving growth. Reporting to the Chief Operating Officer (COO) the person will ensure alignment with organisational goals including revenue growth, client experience, and employee engagement.

This is a permanent position based in London and we work in a hybrid model where we expect you to work in our office in Aldgate a minimum of twice a week.

• Leadership: Lead the team supporting core functions at Navro, including Partnerships, Operations, Customer Service, and Vendor Management. Define and execute the strategy across these areas.
• Operational Excellence: Elevate operations by driving performance, expanding the team’s impact, and enhancing cross-functional collaboration with Product, Engineering, and Compliance.
• Partnerships: Oversee external partner relationships, manage commercial negotiations, and support product development. Ensure the selection of the best partners to scale Navro efficiently while delivering top-tier products.
• Customer Service: Lead all aspects of customer service, ensuring the global team meets OKRs and delivers exceptional user experiences.
• Product Operations: Bridge Product, Operations, and Compliance by optimizing processes and driving initiatives to enhance Navro’s systems and hit key goals.
• Revenue Data & Analytics: Ensure data integrity across CRM systems, analyze performance metrics, and deliver actionable insights to the executive team.
• Technology & Tools Management: Manage and optimize operational tools to ensure integration, scalability, and alignment with business needs.
• Cross-Department Collaboration: Foster collaboration between Sales, Marketing, Client Solutions, Finance, and Product to drive revenue initiatives, streamline post-contract handoff, and improve customer onboarding and retention

Requirements
To be successful in this role, you have:

• It’s essential you have proven experience as Head of Operations within payments.
• Experience in developing strategies and implementing vision.
• Outstanding organisational and leadership abilities, coupled with an aptitude for decision-making and problem-solving.
• Strong leadership and management skills with the ability to motivate and inspire cross-functional teams and ensure alignment with broader company goals and objectives
• Expertise in optimising customer success processes to improve scalability, efficiency, and customer satisfaction
• Excellent analytical skills with the ability to interpret data and trends to inform strategic decision-making
• Exceptional communication & collaboration skills with an ability to respectfully challenge and influence at all levels
• Drive, tenacity and results-oriented

You may not possess every single required skill listed, and that’s perfectly fine. If you have most of them, along with grit, passion, a desire to learn quickly, and the willingness to get stuck in, we encourage you to apply.

Benefits
As part of this role, you will receive the following:

• You will enjoy 26 days of annual leave (excluding Bank holidays)
• Volunteering & Compassionate leave
• Private Healthcare
• Company Options Scheme
• Team socials and annual company off-sites
• Comprehensive, interactive & engaging Training – Leadership, Communication and Presentation Skills, Behavioural Profiling, Conflict Management, etc
• Career frameworks
• Flexibility surrounding other commitments; within your team we will work around child-care or other appointments you have. We just ask for advance notice!
• Working in a diverse and inclusive environment where we ensure that our people thrive

Navro does not accept unsolicited resumes from search firms/recruiters. Navro will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to  on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.