LittlePay

Project Manager (Onboarding & Delivery Operations) London, United Kingdom About us We're Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we're proud to move more people through better payment experiences. About the opportunity We're looking for a Project Manager to help Littlepay onboard new customers and drive delivery operations, contributing to our overall success by helping to achieve growth, revenue, and customer success goals. This role is suitable for an individual with at least 3 years of Customer Delivery or PMO experience, with a passion for project management, looking to grow their client-facing, problem solving and technical project delivery skills. What you'll do: Reporting to the Onboarding Lead, the key responsibilities of the Onboarding Delivery & Operations Manager are as follows: Build and maintain the requisite product & technical knowledge necessary to support delivery to customers in the region, including: API-based solution delivery System Configuration & UAT Testing In-depth knowledge of our products, services, and internal delivery frameworks Collaboration with colleagues on our Engineering and Product teams to ensure consistently high-quality project delivery and issue resolution. Execute daily onboarding delivery tasks and manage templated implementations, while concurrently acting as the PMO to build and develop operational systems, including: Building and maintaining scalable delivery workflows, project plans, and automated tracking tools within Creating, structuring, and taking ownership of delivery methodologies, playbooks, and reference documentation within Notion Setting up new merchants, including role-based user onboarding, coordinating customer lifecycle hand-offs with our Support team Configuring a range of system features and functions, including: Payment Aggregation, fare capping, discount schedules, and a range of other back-office features (incl. integration with external providers) Third party gateway configuration (e.g. Cybersource) Conducting UAT, troubleshooting, and resolving technical issues ready for go live, managing ticket escalations via Jira and Zendesk Communicating with customers, partners, and other stakeholders; keeping them updated on project progress Risk & Issue management Manage all onboarding activities in accordance with the project governance and control framework, taking ownership of defining the team's approach to decision making, stakeholder engagement, risk management, change, and performance monitoring. Project reporting, tracking, and communicating status and progress against customer delivery KPIs focused on: Milestones & timelines (leveraging dashboards) Risk Management Process Efficiency & Standardisation metrics Resource Utilisation Technical & QA Reports Conduct project closure and post implementation reviews. Be proactive in using customer feedback and lessons learned to drive continuous improvement, update Notion documentation, and optimise the team's ways of working. About you Ideally, you'll have: 3+ years experience working in a payments or similar environment where they have gained a front to back understanding of payments processing including knowledge of POS terminals, PSPs, Acquirers and Schemes. Experience in solution delivery in the card payments space, delivered to enterprise or government clients. Experience in building and maintaining ways of working for project delivery teams, and maintaining high quality process and reference artefacts. Ability to work collaboratively, solving problems with multiple stakeholders via a variety of interfaces to customers, merchants, devices and payment gateways. Experience in establishing effective project governance and ways of working. Solid understanding of API based integrations and ability to troubleshoot related issues using log files. Strong communication and relationship building skills. For those assigned to an office location, we generally expect a minimum two day presence in the office each week. This may vary depending on your role, team, and location. For example, our team in Luxembourg works 4 days from the office, whereas our AU and UK teams currently work a minimum of 2 days onsite in our Melbourne/London offices. Some positions might require more frequent office attendance to support cross functional collaboration, customer engagement, or specific team workflows. Your hiring manager will provide details relevant to your role. Other favourable experiences: Experience working with cloud computing platforms and SaaS solutions to deliver API based solutions. Experience working with Agile based delivery & change management processes. Experience in the mobility as a service space or with automated fare collection. A Bachelor's degree in any discipline (preferred but not required). A project management certification, such as PMP or PRINCE2. Benefits You'll have access to: A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively. Harrison Assessments - our talent management provider that facilitates continuous professional development. A variety of flexible leave options. A company wide paid day off. Flexible (hybrid) working conditions. Health insurance via our provider Vitality. Wellbeing support - including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia). Our generous employee referral program. Mid year, quarterly, and end of year corporate and team events and workshops. Short term remote working arrangements.