Senior Manager, Client Operations

Overview

This leadership opportunity is with a partner organization seeking a Senior Manager of Client Operations based in the United States. This role offers the chance to lead and expand client operations within a rapidly growing financial technology company. The position requires owning service delivery, operational excellence, and customer experience across enterprise payment programs, bridging fintech operations, incident management, automation, and strategic partnership with clients.

Key Responsibilities

• Own and monitor all service delivery metrics such as service levels, first contact resolution, customer satisfaction, response times, backlog control, and cost-effectiveness.
• Lead technical incident responses for production issues, coordinating engineering teams, external partners, and client communications during critical events.
• Manage root cause analyses ensuring thorough investigation, timely reporting, and implementation of corrective actions.
• Serve as a senior operational liaison to enterprise clients, maintaining strong communication, service dependability, and transparency.
• Supervise multi-channel support services including phone, email, chat, dispute resolution, and account assistance for clients and cardholders.
• Oversee third-party vendors and outsourced providers by monitoring performance, assuring quality, and conducting operational reviews.
• Drive modernization of support infrastructure including contact center platforms, ticketing systems, knowledge management, and automation tools.
• Develop and apply AI-assisted support strategies while ensuring compliance and customer trust are upheld.
• Lead both internal teams and external support functions, developing scalable organizational structures, career development paths, and performance management systems.
• Collaborate with compliance teams to align operations with regulatory, security, and industry standards.
• Define and optimize escalation processes across support, engineering, product, and client teams to improve accountability and efficiency.
• Identify and address recurring operational issues by partnering across teams for sustainable improvements.

Candidate Requirements

• Minimum 8 years experience in client operations, support, service delivery, or management roles within fintech, payments, SaaS, or regulated technology industries.
• Demonstrated expertise managing enterprise-level technical incident responses and providing detailed root cause analyses.
• Proven capability managing high-value client accounts with effective communication at executive levels.
• Experienced leader of support/service delivery teams, contact centers, and outsourced providers.
• Comprehensive understanding of payments processes including transaction flows, dispute management, AML/KYC, regulatory compliance, and PCI DSS.
• Experience deploying or migrating operational platforms (CCaaS, CRM, telephony, ticketing, AI support technologies).
• Track record of building scalable teams and operational frameworks to support growth and organizational change.
• Technical proficiency regarding API integrations, payment processing systems, and platform troubleshooting.
• Strong analytical skills with ability to create reporting frameworks and drive data-informed operational decisions.
• Familiarity with operational tools such as Zoho, Jira, Metabase or equivalents.
• Knowledge of AI-driven support agents and automation technologies.
• Exceptional communication skills with experience in executive presentations, incident communication, and documentation.
• Ability to question assumptions, manage stakeholder expectations, and recommend practical operational solutions.
• Bachelor's degree in business, engineering, technology, or related field; or equivalent professional experience.

Benefits and Work Environment

• Competitive salary commensurate with experience and contributions.
• Fully remote position offering schedule flexibility and outcome-focused work culture.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off supporting work-life balance.
• Ownership of critical operational projects with visible business impact.
• Regular interaction with senior leadership and involvement in strategic planning.
• Dynamic growth environment with opportunities to lead operational transformations.
• Access to ongoing professional development, mentorship, and continuous learning.
• Exposure to innovative fintech technologies and AI-powered support solutions.
• Diverse and collaborative organizational culture valuing innovative ideas and contributions.

Additional Information

This position is managed by a partner company responsible for handling applications and next steps independently.

Data privacy compliance is strictly observed, including the use of AI tools to enhance recruitment processes, all final decisions rest with human recruiters.