Senior Manager, Client Operations

📋 Description

• Own end-to-end service performance metrics: SLAs, first contact resolution, response times, CSAT
• Lead technical incident response for production issues with cross-functional teams.
• Manage root cause analyses and implement effective corrective actions.
• Act as senior operational partner for enterprise clients with strong communication and transparency.
• Oversee client and cardholder support across phone, email, chat, disputes, and account support.
• Manage third-party vendors via performance monitoring and QA.

🎯 Requirements

• 8+ years in client or support operations leadership in fintech, payments, SaaS, or regulated
• Strong incident response leadership with enterprise roots and RCA presentation skills.
• Proven track record managing enterprise accounts and executive stakeholders.
• Experience leading support teams, contact centers, and third-party providers.
• Deep knowledge of payments operations, disputes, AML/KYC, PCI DSS.
• Experience implementing/migrating CCaaS, CRM, telephony, tickets, or AI-powered support.

🎁 Benefits

• Competitive compensation aligned with experience and impact.
• Fully remote work environment with focus on results.
• Comprehensive health, dental, and vision benefits.
• Paid time off and work-life balance support.
• Ownership of critical operational initiatives with visible impact.
• Exposure to senior leadership and strategic decision-making.