Senior Manager, Client Operations

📋 Description

• Lead end-to-end service performance metrics, incident response, root cause analysis, and
• Oversee multi-channel client and cardholder support, vendor management, and operational
• Define escalation processes across support, engineering, product, and client-facing teams to
• Partner with compliance to ensure regulatory alignment, security, and PCI DSS considerations.
• Drive AI-assisted support strategies and automation while maintaining customer trust and compliance.

🎯 Requirements

• 8+ years in client/support operations or leadership roles within fintech, payments, SaaS, or
• Experience leading technical incident response for enterprise customers and presenting RCAs.
• Proven ability to manage enterprise accounts and communicate with executive stakeholders.
• Experience leading support, service delivery, contact centers, and third-party providers.
• Strong understanding of payments operations, AML/KYC, regulatory requirements, and PCI DSS
• Experience migrating operational platforms (CCaaS, CRM, telephony, ticketing, AI-powered systems).

🎁 Benefits

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