Senior Manager, Client Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of comprehensive support operating metrics, which include first contact resolution, answer speed, handle time, backlog aging, SLA attainment, client satisfaction, and cost per contact.

• Provide a unified source of truth regarding support performance to executive leadership.

• Reduce unit costs through automation, self-service deflection, knowledge management, and optimizing channel mix.

• Act as the incident commander for production issues impacting live payment programs.

• Coordinate efforts among engineering, external processors, issuing banks, clients, and cardholders during incidents.

• Manage severity classification, escalation paths, status cadence, and delivery of Root Cause Analysis.

• Serve as the senior operational contact for major enterprise accounts and lead operational performance assessments.

• Oversee cardholder support across phone, IVR, email, and chat, including disputes, complaints, replacements, reissues, identity, and account access.

• Manage third-party support providers and BPO vendors through scorecards, quality assurance, call monitoring, and performance management aligned with contracts.

• Spearhead the modernization of CCaaS, telephony, IVR, ticketing, and knowledge base infrastructure.

• Design and implement AI support tools and automated workflows for enhanced efficiency.

• Lead both internal Client Support and Cardholder Support teams, establishing coverage, on-call rotations, and career advancement paths.

• Collaborate with Compliance on FINTRAC, PCMLTFR, and PCI DSS requirements.

• Establish escalation frameworks across support, engineering, product, and client-facing teams.

• Identify systemic contact drivers and channel recurring failure patterns into product and engineering roadmaps.

• Develop and maintain runbooks, macros, knowledge bases, and reporting frameworks.

⛳️ Requirements

• 8+ years of experience in client operations, support operations, or service delivery leadership within FinTech, payments, or a highly regulated SaaS environment.

• Payments experience is highly preferred.

• Experience in a regulated environment is non-negotiable.

• Demonstrated leadership in technical incident response for enterprise-grade clients.

• Experience in writing and defending complex Root Cause Analyses.

• Direct operational support experience with high-revenue enterprise accounts and client-side executives.

• People management experience leading support, service delivery, or contact center teams.

• Experience managing third-party or outsourced providers against contracted performance metrics.

• Working knowledge of AML, KYC, regulatory reporting, financial disputes, chargeback resolution, and PCI DSS support-workflow constraints.

• Experience leading CCaaS, CRM, telephony, or AI implementations or migrations.

• Experience in building teams, designing structures, managing performance transitions, and scaling workforces.

• Technical fluency in API-based integrations, card transaction flows, and processor workflows.

• Ability to measure support functions and make decisions based on queue data.

• Proficiency with Zoho, Jira, Metabase, or similar platforms.

• Hands-on experience with modern LLM-based support agents.

• Exceptional executive communication skills and strong written communication abilities.

• A Bachelor's degree in business, engineering, or a related field, or equivalent work experience.

🏝️ Benefits

• Competitive salary package reflecting experience and contributions.

• Health, dental, and vision coverage.

• Paid time off.

• Fully remote work environment.

• Ownership and direct impact on client retention and company outcomes.

• Executive visibility with regular exposure to the CEO and COO.

• Ongoing learning opportunities.

• Mentorship.

• Opportunities to engage with cutting-edge technologies.

• A diverse and inclusive workplace.

• Opportunities to address complex challenges in payments technology.