Head of Foodics Pay Operations

Who Are We❓
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region.

The Job in a Nutshell ✨ 

As the Head of Foodics Pay Operations, you will lead and oversee the end-to-end operations of Foodics’ payment terminals business, ensuring seamless customer experiences and efficient financial processes. Based in Riyadh, this role is critical to scaling Foodics Pay and strengthening relationships with merchants, stakeholders, and financial institutions. You will focus on improving operational workflows, enhancing SOPs and SLAs, and driving collaboration across teams to deliver exceptional results.

What You Will Do ❓

• Lead the customer registration process, ensuring your team delivers efficient and accurate onboarding for all merchants.
• Oversee the installation and replacement of payment terminals, managing workflows to ensure smooth execution and minimal merchant disruption.
• Develop and implement comprehensive on-site training programs, empowering merchants to fully utilize Foodics’ payment solutions.
• Establish and refine SOPs for all aspects of Foodics Pay operations, ensuring continuous improvement and operational excellence.
• Drive financial operations by leading efforts to resolve unsettled amounts, failed payments, BNPL (Buy Now, Pay Later) invoices, and settlement-related issues.
• Maintain strong relationships with banking partners and internal stakeholders, working collaboratively to streamline financial processes and address complex challenges.
• Design and monitor SLAs for key operational milestones, ensuring timely activations, issue resolution, and customer satisfaction.
• Lead activation and retention initiatives, including first experience management, welcome onboard calls, health check calls, and proactive outreach to merchants with unutilized terminals.
• Collaborate with product and other cross-functional teams to address feature requests and operational enhancements, ensuring Foodics Pay continues to evolve based on merchant needs.
• Drive reactivation strategies for churned merchants, developing data-driven approaches to win back their trust and business.
• Monitor and report on key performance metrics, leveraging insights to optimize team performance and refine processes.

What Are We Looking For ❓

• Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field.
• 8+ years of experience in payment operations or related fields, with at least 3 years in a leadership role.
• Proven expertise in managing payment terminal operations and driving team-based execution of installations, training, and financial processes.
• Strong understanding of payment processing, settlements, and banking relationships.
• Demonstrated experience in improving SOPs, SLAs, and operational workflows for enhanced efficiency.
• Excellent problem-solving and communication skills, with a focus on collaborating across departments and engaging with stakeholders.
• Proficiency in CRM and operations management tools to monitor and optimize team performance.

Who Will Excel ❓

• Candidates with prior experience in fintech, SaaS, or payment solutions industries.
• Professionals who have successfully implemented operational improvements and enhanced service-level agreements.
• Leaders experienced in collaborating with diverse stakeholders, including banking partners and cross-functional teams.
• Individuals with certifications in operations management or financial processes.
• Professionals who thrive in dynamic, high-paced environments and excel in proactive problem-solving.
• Those who are passionate about delivering exceptional customer experiences and scaling operational capabilities.

What We Offer You❗
We believe you will love working at foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.