Senior Manager, Client Operations
New
B
Berkeley PaymentsFinTech Payments
CanadaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Jira
Requirements
- 8+ years in client operations, support operations, or service delivery leadership within FinTech, payments, or a highly regulated SaaS environment.
- Proven experience leading technical incident response for enterprise clients, including writing and defending complex Root Cause Analyses (RCAs).
- Direct experience providing operational support to named, high-revenue enterprise accounts, including reporting to client-side executive stakeholders.
- Demonstrated people management experience leading support or contact center teams, including managing third-party or outsourced providers.
- Working knowledge of payments compliance obligations, including AML, KYC, regulatory reporting, dispute/chargeback resolution, and PCI DSS.
- Demonstrated success leading infrastructure implementations or migrations such as CCaaS, CRM, telephony, or Agentic AI deployments.
- Technical fluency in API-based integrations, card transaction flows, and processor workflows.
- Data-driven decision-making ability with experience instrumenting support functions.
- Proficiency with platforms like Zoho, Jira, Metabase, or equivalent, plus hands-on experience with modern LLM-based support agents.
- Exceptional executive communication skills with the ability to manage C-level stakeholder relationships.
- Strong written communication skills for producing clear, concise, and defensible documentation.
- Bachelor's degree in business, engineering, or a related field, or equivalent work experience.
Responsibilities
- Own operating metrics for the support function, including SLA attainment, first contact resolution, and cost per contact.
- Serve as incident commander for production issues, coordinating internal engineering and external partners while managing client communication.
- Manage the end-to-end Root Cause Analysis process, ensuring technically accurate and defensible outcomes for enterprise stakeholders.
- Lead cardholder support operations, including dispute resolution and complaint handling, while adhering to regulatory requirements.
- Direct vendor and BPO management, establishing scorecards and performance monitoring to meet contracted standards.
- Modernize support infrastructure, including CCaaS, telephony, ticketing systems, and knowledge base migrations.
- Design and implement AI-assisted support layers using Agentic tooling and automated workflows.
- Define and enforce escalation frameworks between support, engineering, product, and client-facing teams.
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