We’re Acquired.com

Acquired.com are a next-generation payments business focused on powering recurring commerce.

Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystem, providing a competitive advantage and helping them achieve their goals in the digital economy.

We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers.

We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose-driven culture is seen as an enabler to achieve the extraordinary and where our own unique differences are celebrated, we could be the place for you!

Your Mission

We are looking for an experienced Operations Director who can drive significant revenue growth across our existing customer base, whilst also building a culture of operational excellence and relentless execution across all of Acquired.com.

The Operations team is the beating heart of the business, so the Operations Director needs to be able to effectively lead and develop a fast-growing team, with the requisite experience working within a regulated financial services environment.

The role reports to the CEO and is a key leadership position, working closely with the Executive team, to drive the right culture and behaviours throughout the business.

Key Responsibilities

• P&L accountability for our existing customer portfolio, responsible for significantly growing revenues and multi-product utilisation across our entire customer base
• Deliver end-to-end business transformation across the organisation, driving operational efficiencies, improving customer experiences and optimising internal ways of working
  
• Drive operational resilience and scalability through effective risk management, KPI management and operating structure reviews
• Lead our Strategic Account Management function, driving proactive engagement processes which retain and grow our top-tier customer base. Act as senior escalation for key customers, support the team on QBRs and key business meetings, commercial negotiations, pricing and renewals
• Deliver a best-in-class customer support experience, building efficient and scalable self-service capabilities alongside managing a high-quality human support function
• Manage our critical service partners and suppliers, ensuring they provide reliable core services, with the commercial and operational models in place to enable us to cost-efficiently grow in future
• Build out our customer onboarding function, creating a consistent and coherent end-to-end experience across all non-technical elements of the onboarding process
• Optimise core back office processes including billing and contract management
• Hire, coach and mentor a large team, building out a brilliant operations function which powers the business whilst also supporting their individual development needs
• As a Senior Executive member, drive high standards of execution and urgency across the organisation, building strong working relationships across each function

 We'll need you to have

• Min 10+ years of experience in Operational leadership roles, with P&L responsibility within B2B Digital Payments / SaaS / Fintech or other relevant sectors
• Exceptional people leadership skills, with proven experience building fast-growing teams, developing brilliant people and managing 10+ people across multiple functional teams.
• Strong commercial acumen, with the ability to both identify revenue opportunities and implement effective operating structures to execute against them
• Experience driving business and operational transformation, with the ability to find inefficiencies, develop new processes and effectively embed change across multiple levels of an organisation
• Highly driven, with infectious energy and the strength of personality to drive high standards across the organisation
• A structured, analytical and deliberate approach to your work, with the ability to quickly diagnose problems and evaluate opportunities in a concise, balanced manner
• Clear and direct communicator, with the ability to effectively convey key messages both verbally and in writing
• You are a proactive driver of change, comfortable working in fast-changing environments and taking the initiative to build structure and execute new projects
• Excellent at presenting to technical and non-technical stakeholders
• You have a proven aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment