Technical Operations Manager

About Owl Payments Europe

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Owl Payments Europe is a licensed Payment Institution regulated by the Central Bank of Ireland and part of the Tripadvisor Group. Owl supports regulated supplier onboarding and payments operations for Viator’s European ecosystem.  This is an opportunity to help shape operations in a newly regulated and growing payments institution. The role offers broad exposure across payments, operational resilience, vendor governance, Financial Crime operations and cross-functional delivery, with high visibility across Owl and Tripadvisor / Viator.

We are hiring a Technical Operations Manager to strengthen operational execution and change delivery across Owl’s live regulated payments environment. This role sits at the intersection of operations, technology, vendor management and control execution. You will identify operational pain points, drive process redesign and targeted system or workflow enhancements, and coordinate cross-functional delivery across key services and vendors to keep Owl scalable, well controlled and regulator-ready.

The role works closely with Financial Crime subject matter experts across KYC/KYB onboarding and AML/CFT transaction monitoring, as well as Product, Engineering, Customer Support, Fraud, Risk, Compliance, Finance and Group partners. This is not a pure engineering role and it is not a second-line compliance advisory role. It is a hands-on first-line operations role focused on translating operational issues into practical process, tooling and feature improvements, while also coordinating incidents, service continuity and operational governance.

Job Location: Remote (Poland)

This role is a remote position in Poland. Occasional travel to company offices as necessary.

 

We are able to offer only Umowa o Pracę/Permanent Contract

 

What You’ll Do

Process improvement, systems enhancement and change delivery

• Identify operational pain points, control gaps and recurring failure points across onboarding, payment flows, AML/CFT operations and support workflows.
• Translate issues into practical process redesign, tooling changes, workflow enhancements and clear business or operational requirements.
• Partner with Product, Engineering, FinCrime and business teams to shape, prioritise and implement process changes and targeted system feature enhancements.
• Define success measures and track whether changes deliver measurable improvements in efficiency, control robustness, service quality and scalability.

Operational incident management and service continuity

• Act as the first point of coordination for operational issues, service disruptions and cross-workstream queries.
• Triage incidents, assign owners, track actions, and ensure timely escalation, stakeholder communication and closure.
• Coordinate root cause analysis, post-incident actions and preventive improvements, ensuring lessons learned feed into longer-term fixes.
• Maintain operational runbooks, issue logs, decision logs and escalation paths.

Cross-functional coordination and delivery

• Own the daily operational rhythm across Product, Engineering, FinCrime, Customer Support, Fraud, Risk, Compliance and Finance.
• Coordinate non-technical operational dependencies and unblock issues affecting supplier onboarding, payment flows and service delivery.
• Support operational readiness for releases, process changes, vendor changes and platform transitions.
• Ensure actions, decisions, dependencies and risks are tracked through to completion through Jira, Confluence or equivalent tooling.

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