Senior Manager, Client Operations

📋 Description

• Lead end-to-end client operations and service delivery for fintech/payments.
• Own service performance metrics, incident response, RCA, and improvements.
• Oversee multi-channel support, vendor management, and automation initiatives.
• Define escalation paths across support, engineering, product, and clients.
• Partner with compliance for regulatory and security alignment.
• Drive AI-assisted support strategies and scalable operational structures.

🎯 Requirements

• 8+ years in client/support operations or similar leadership in fintech/SaaS/reg tech.
• Experience with technical incident response for enterprise customers and RCA.
• Proven ability to manage enterprise accounts and communicate with executives.
• Experience leading support teams, contact centers, and third-party providers.
• Strong payments ops knowledge: transactions, disputes, AML/KYC, PCI DSS.
• Experience implementing/migrating CCaaS, CRM, telephony, AI-powered tools.

🎁 Benefits

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