Senior Manager, Client Operations

📋 Description

• Lead operational support function; ensure service delivery and client relationships
• Own service performance metrics: SLA, first contact resolution, CSAT, backlog, cost efficiency
• Oversee technical incident response with engineers and partners
• Drive root cause analyses and corrective actions
• Manage multi-channel client & cardholder support operations
• Oversee third-party vendors; monitor quality and performance

🎯 Requirements

• 8+ years in client/support operations in fintech, payments, or regulated tech
• Experience with enterprise incident response and root cause analyses
• Proven ability to service high-value enterprise accounts; communicate with executives
• Experience leading support teams and third-party providers
• Strong payments ops knowledge: transactions, disputes, AML/KYC, PCI DSS
• Experience with CCaaS, CRM, telephony, ticketing, or AI support solutions

🎁 Benefits

• Competitive compensation
• Fully remote work environment
• Health, dental, vision benefits
• PTO and work-life balance
• Opportunity to own impactful operational initiatives
• Exposure to senior leadership and strategic decisions