customer operations integration manager in payments

Market Pay is a fintech company that provides enterprise payment solutions, including omnichannel and international payment solutions. Its platform supports payment acceptance and acquiring, payment card solutions, and checkout experiences.

• Define operational requirements for new acquiring partner integrations across the full operational lifecycle
• Drive automation and scalability requirements and challenge manual processes
• Embed operational requirements into integration specifications and delivery plans in collaboration with Product, Solution, and Engineering
• Assess operational readiness before go-live, identify gaps, and ensure support processes and escalation paths are in place
• Establish operational SLAs, escalation paths, and support playbooks for incoming integrations
• Monitor integration performance after launch and work with technical partners to resolve operational bottlenecks
• Define functional requirements, user journeys, and UX improvements for internal operational tools
• Translate operational pain points into PRDs, user stories, and wireframe workflows
• Prioritize internal feature requests to improve agent efficiency, reduce handling times, and eliminate repetitive manual tasks
• Participate in early-stage engineering architecture reviews to assess impact on end customers and frontline support
• Assess the operational impact of platform releases, schema changes, and API migrations
• Design and execute operational readiness frameworks, including testing protocols, team training, and back-office preparation, before major deployments
• Design and enforce structured documentation standards across the organization
• Build and maintain a knowledge repository for human-readable SOPs and machine-readable structures optimized for AI agents and RAG systems
• Refine knowledge bases to increase automated AI agent resolution rates and reduce human escalations

• 5+ Years of experience in Technical Operations, Technical Program Management, Internal Tools Product Management, or Solutions Engineering within a fast-scaling tech, fintech, SaaS, or marketplace company
• Comfortable reviewing system architecture diagrams, reading API documentation, understanding data pipelines, and identifying technical failure points
• Proven experience writing PRDs, mapping user flows, and partnering with software engineers to ship internal features
• Exceptional verbal and written communication skills and ability to influence engineering leads, executive sponsors, and frontline operations teams
• Будет плюсом: experience with API-first platforms, fintech, payments, or multi-sided marketplaces; familiarity with AI agent operations, prompt architecture, or LLM-driven support automation platforms; experience with Miro, Lucidchart, Jira, Zendesk, Salesforce Service Cloud, Notion, Confluence, or GitBook

• Mental health support through Ifeel
• Office in Vilnius Old Town, with parking
• Regular social events and celebrations
• Work tools and equipment provided