Senior Operations Manager

As a Senior Platform Operations Specialist, you will be the operational backbone of Tide's SME loan platform and the bridge between our sales, product, and engineering teams. Our platform works to match business owners with the most appropriate lenders for their finance applications, and its performance depends on the integrations behind it working reliably and converting effectively. You will own platform-driven revenue and the relationships with the lenders integrated into it. That means knowing our conversion numbers better than anyone, spotting where the platform is leaking value, and turning that insight into product changes and new initiatives that grow revenue and improve the customer experience. It also means owning the operational detail - monthly revenue reconciliation, incident response, and the reporting that leadership relies on to make decisions.

Responsibilities

Revenue Ownership: You own the performance of platform-driven revenue and will play a key role in us achieving the revenue target; Lender Relationship Management: You work hand-in-hand with the partnerships team to manage day-to-day relationships with the lenders integrated with the platform and work with them to improve conversion, decisioning and payout performance; Platform Improvement: You identify any areas of focus, build the case for change, and work with Product and Engineering to turn those ideas into shipped improvements; Revenue Reconciliation: You support the monthly reconciliation of all platform and sales revenue, ensuring accuracy and resolving discrepancies with lenders and Finance; Reporting and Insight: You report and present platform performance from our Salesforce CRM to the commercial team and senior stakeholders, with a clear view of what is driving the numbers; Dashboards and Tracking: You build effective dashboards and performance tracking tools that guide business decisions rather than just describe the past; Process Optimisation: You identify and implement process improvements that increase operational efficiency and conversion rates; Incident Management and Resolution: You monitor, diagnose and troubleshoot complex platform issues, drive them to resolution with Product and Engineering, and support post-incident reviews and root cause analysis; Cross-functional Collaboration: You work closely with Sales, Product, Engineering, Partnerships, Finance and Member Support to keep the platform commercially and operationally healthy

Requirements

At least 4 years of experience in a platform operations, revenue operations or business operations role, ideally within financial services, lending or fintech; Strong Salesforce CRM skills - you can build reports and dashboards, understand the underlying data model, and maintain data quality without waiting for someone else to do it; Experience working directly with Product and Engineering teams: writing clear requirements, prioritising, and a basic understanding of how integrations and APIs behave in practice; Comfortable diagnosing and troubleshooting operational and technical issues, and running or supporting root cause analysis; Highly numerate and analytical, with strong attention to detail - reconciliation accuracy matters in this role; Excellent communication skills, able to influence lenders, internal stakeholders and senior leadership with equal credibility; Fluent German and English are a must; A proactive, self-motivated approach, always working backwards from the goal to ensure effective implementation; Strong problem-solving skills and the ability to work effectively through ambiguity and competing priorities

Nice to have

Financial services, lending or fintech experience

Benefits

DeutschlandTicket; Urban Sports Club Membership M; 25 days paid vacation per year; Additional 3 days paid leave for voluntary work or further education; We invest in your professional development with a dedicated budget; Extended parental leave; 4 weeks sabbatical (after 3 years of tenure); Mental health support through Plumm; One-time home office budget