The Senior Manager, Client Operations will be responsible for leading and transforming the operational support function, ensuring seamless service delivery, strong client relationships, and continuous improvement.

Key responsibilities include:

• Owning end-to-end service performance metrics, including service levels, first contact resolution, response times, customer satisfaction, backlog management, and cost efficiency.
• Leading technical incident response for production issues, coordinating engineering teams, external partners, and client communications during critical situations.
• Managing root cause analysis processes to ensure accurate investigations, timely delivery, and effective corrective actions.
• Acting as a senior operational partner for enterprise clients, ensuring strong communication, service reliability, and operational transparency.
• Overseeing client and cardholder support operations across multiple channels, including phone, email, chat, dispute management, and account support.
• Managing third-party vendors and outsourced service providers through performance monitoring, quality assurance, and operational reviews.
• Driving modernization initiatives across support infrastructure, including contact center platforms, ticketing systems, knowledge management tools, and automation solutions.
• Developing and implementing AI-assisted support strategies, identifying opportunities for automation while maintaining compliance and customer trust.
• Leading internal teams and external support resources, building scalable structures, career paths, and performance frameworks.
• Partnering with compliance teams to ensure operations align with regulatory requirements, security standards, and industry obligations.
• Defining escalation processes between support, engineering, product, and client-facing teams to improve efficiency and accountability.
• Identifying recurring operational challenges and partnering with internal teams to implement long-term improvements.

Requirements

The ideal candidate is an experienced operations leader with a strong background in fintech, payments, or regulated technology environments. They should combine strategic leadership, technical understanding, and strong client management skills. Required qualifications and experience include:

• 8+ years of experience in client operations, support operations, service delivery, or similar leadership roles within fintech, payments, SaaS, or highly regulated technology environments.
• Strong experience managing technical incident response for enterprise customers, including preparing and presenting complex root cause analyses.
• Proven ability to support high-value enterprise accounts and communicate effectively with executive-level stakeholders.
• Experience leading support teams, service delivery teams, contact centers, and third-party providers.
• Strong understanding of payments operations, including transaction flows, dispute management, AML/KYC processes, regulatory requirements, and PCI DSS considerations.
• Experience implementing or migrating operational platforms such as CCaaS, CRM, telephony, ticketing systems, or AI-powered support solutions.
• Demonstrated ability to build and scale teams, improve operational structures, and manage organizational growth.
• Technical fluency with API-based integrations, payment processing workflows, and platform troubleshooting.
• Strong analytical skills with the ability to build reporting frameworks and make data-driven operational decisions.
• Experience with platforms such as Zoho, Jira, Metabase, or equivalent operational tools.
• Familiarity with modern AI-based support agents and automation technologies.

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