Senior Manager, Client Operations

Accountabilities:

• Own end-to-end service performance metrics, including service levels, first contact resolution, response times, and customer satisfaction.
• Lead technical incident response for production issues, coordinating engineering teams, external partners, and client communications.
• Manage root cause analysis processes to ensure accurate investigations and timely corrective actions.

Requirements:

• 8+ years of experience in client operations, support operations, or service delivery within fintech or payments.
• Strong experience managing technical incident response for enterprise customers and presenting root cause analyses.
• Demonstrated ability to lead support teams, contact centers, and third-party providers.

Benefits:

• Competitive compensation package aligned with experience and impact.
• Fully remote work environment with flexibility and focus on results.
• Comprehensive health, dental, and vision benefits, plus paid time off and work-life balance support.