Senior Manager, Client Operations

📋 Description

• Own end-to-end service performance metrics and client satisfaction across enterprise programs
• Lead technical incident response, coordinating engineering, partners, and client comms
• Manage root cause analysis and ensure timely, effective corrective actions
• Act as senior operational partner for enterprise clients with strong communication
• Oversee multi-channel support operations and vendor management
• Drive modernization across support infrastructure and automation initiatives

🎯 Requirements

• 8+ years in client/support operations or similar leadership in fintech/payments/SaaS/regulatory tech
• Experience leading enterprise incident response and complex root cause analyses
• Proven ability to support high-value enterprise accounts with exec stakeholders
• Experience leading support teams, contact centers, and third-party providers
• Deep understanding of payments operations, AML/KYC, regulatory compliance, PCI DSS
• Experience deploying/migrating CCaaS, CRM, telephony, ticketing, or AI-powered support

🎁 Benefits

• Competitive compensation aligned with experience
• Fully remote work environment
• Comprehensive health, dental, and vision benefits
• PTO and work-life balance support
• Opportunity to lead critical initiatives with visible impact
• Exposure to senior leadership and strategic decision-making