Senior Manager, Client Operations

📋 Description

• Lead and transform the operational support function for fintech client operations.
• Own end-to-end service performance metrics and drive service levels, FCR, response times, and
• Manage technical incident response with engineering teams and external partners.
• Oversee multi-channel support, dispute management, and account support for clients.
• Drive modernization of support infrastructure, automation, and AI-assisted strategies.
• Partner with compliance and security teams to meet regulatory requirements.

🎯 Requirements

• 8+ years in client/support Operations within fintech, payments, SaaS, or regulated tech.
• Experience leading enterprise incident response and root cause analyses.
• Proven ability to support enterprise accounts and communicate with executives.
• Experience managing support teams, contact centers, and third-party providers.
• Strong payments ops knowledge: flows, disputes, AML/KYC, PCI DSS.
• Experience implementing or migrating CCaaS/CRM/telephony/ticketing/AI support.

🎁 Benefits

• Competitive compensation aligned with experience and impact.
• Fully remote environment with flexibility and results focus.
• Health, dental, 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.