Operational Change Manager

dojo; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

Dojo is seeking a Change Management Lead to join their high-performing team in Bristol. You will coordinate change initiatives that enhance customer service operations and ensure alignment with business objectives. The ideal candidate will have leadership experience in dynamic environments and a strong focus on customer satisfaction. Embrace an office-first culture for collaboration and innovation as you help drive Dojo's growth and commitment to diversity and inclusion.

Qualifications

• Established leadership background & change management experience.
• Proven ability to identify improvement opportunities.
• Excellent communication skills and collaborative approach.

Responsibilities

• Coordinate large and small-scale change initiatives.
• Influence product development to mitigate operational impacts.
• Drive initiatives to achieve Customer Operations 2025 objectives.

Skills

Leadership

Change Management

Customer Focus

Collaboration

Data-driven Decision Making

Agile Methodology

Job description

We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role

As a key part of a high-performing team, you’ll lead on coordinating both large and small-scale change initiatives, impacting teams across the organisation. Reporting into the Director of Operational Strategy & Change, you’ll be the link between customer service operations and other teams to ensure operational change is well controlled. You’ll also drive initiatives to deliver Customer Operations 2025 objectives (Grow Revenue, Protect Revenue and Scale Efficiently) and embed Dojo’s cultural principles.

What you will do ...

• Work closely with our Product & Tech teams, other business areas, and third-party suppliers to:
• understand the impact of initiatives on customers and therefore the changes required within the customer service operation
• influence the product development to understand and mitigate any impact on operational resources and processes
• agree the delivery cadence and manage the implementation within the operational teams
• Identify improvements that make it easier for our advisors to resolve customer queries, and upsell products & services
• Understand best practice and emerging customer requirements for customer service and assess whether it’s appropriate for us

What you will bring …

• An established leadership background & change management experience, in dynamic, fast-paced, customer-focussed environments
• A genuine customer-first attitude
• A team player, happy to work as part of a virtual team, collaborating with other internal departments across multiple offices to do the right thing for our customers and business
• Self-motivation and the proven ability to proactively identify improvement opportunities
• A data-driven approach to clearly demonstrate the cost versus benefit of improvement initiatives
• Experience of working with senior stakeholders
• Excellent understanding of operational best practice and current customer service technical solutions
• A naturally collaborative approach with exceptional communication skills
• A strong understanding of, and ability to work in, an agile environment.

Dojo home and away

We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.

That's why we have an office-first culture. This means working from the office 4+ days per week.

With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If the following speak to you, let’s talk:

• You’re curious. You have a real desire to learn and create.
• You’re relentless. You keep going even when it’s easier not to.
• You’re customer-obsessed. You know how important customers are to what you do.

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.

Visit to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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Created on 16/07/2025 by TN United Kingdom