Operations Lead

About Dodo Payments

Operations

Lead

Role Overview

Operations Lead

invisible

after a merchant signs up

before money safely lands

on-site role in Bengaluru

• End-to-end operational workflows across onboarding, KYB, risk handoffs, payouts, refunds, and support
• Day-to-day operational reliability and incident management
• Automation-first ops systems that reduce manual work
• CX quality, SLAs, and escalation handling
• Operational readiness as Dodo scales across geographies and entities
  

What You’ll Do

• Design and run operational workflows across merchants, payments, payouts, and support
• Instrument every critical flow with metrics, alerts, and dashboards
• Identify bottlenecks before customers feel them
• Build SOPs that are executable, not theoretical
  

• Automate repetitive operational tasks across KYB, payouts, and support
• Work closely with product and engineering to remove manual ops dependencies
• Build systems that allow Dodo to scale globally without operational bloat
  

• Own daily operational queues and escalations
• Act as the final escalation point for complex merchant issues
• Coordinate with Fraud, Compliance, Finance, and Product on live issues
• Ensure operational decisions are fast, documented, and reversible where possible
  

• Own CX workflows and outcomes
• Set response SLAs and resolution standards
• Ensure support feels seamless, even when issues are complex
• Reduce support volume through better systems, not bigger teams
  

• 5 to 8 years of experience in fintech ops, payments ops, or platform operations
• Hands-on experience running real operational queues
• Strong systems thinking. You design workflows, not just manage people
• Comfort working with data, dashboards, and tooling
• Bias toward automation and simplification
• Calm under pressure. You fix problems instead of escalating them
  

• Experience at a PSP, MoR, fintech, or global marketplace
• Exposure to KYB, payouts, and cross-border payments
• Basic SQL or analytics skills
• Prior experience building Ops from zero to scale
• Prior experience with Customer Success
  

Why Join Dodo Payments

• Build the Ops engine for one of the fastest-growing fintechs powering global AI-native businesses.
• Direct access to founders and strategic decision-making.
• Full ownership from day one - your impact is measurable and immediate.
• Exposure to international markets and AI startup ecosystems.
• On-site role in Bengaluru’s startup hub.
  

Perks & Benefits

• Competitive salary + performance-based commission.
• Opportunity to define Ops engine for a fast-growing fintech platform.
• High autonomy and fast decision cycles.
• Health insurance and team offsites.
  

Let’s talk.