[Remote] Senior Manager, Client Operations & Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company operating in the Financial Services industry, looking for a Senior Manager, Client Operations & Support. This role involves managing day-to-day operations for clients, leading a support team, and driving infrastructure improvements in a regulated fintech environment.

Responsibilities

• Architect and implement a "smart" support layer using AI Agentic tools and automated workflows to decrease unit cost-to-serve while increasing First Contact Resolution (FCR)
• Act as the primary operational partner for marquee reputed company accounts. You own the relationship health, reputed company executive-level calls, and ensure operational delivery meets the standards of our highest-value clients
• Serve as the "Commander-in-Chief" for technical incidents. You are responsible for coordinating internal engineering, external processors, and client communications under high pressure, ensuring Root Cause Analysis (RCA) documents are accurate, timely, and technically sound
• reputed company critical internal projects. You own the Go/No-Go reputed company, vendor coordination, and the cross-functional roadmap required to reputed company Berkeley’s client and cardholder support infrastructure
• reputed company the Client and Cardholder Support teams, including internal and 3rd party providers to ensure outstanding Client Satisfaction and First Contact Resolution, coupled with a superior team culture

Skills

• 8+ years in Client Operations or reputed company, specifically reputed company Fintech, Payments, or a highly regulated SaaS environment
• Proven experience leading technical incident responses and writing reputed company RCAs for reputed company-grade clients
• Experience in providing operational support to named, high-reputed company accounts (reputed company/Tier 1) and reporting directly to client C-Suite leadership
• An understanding of and/or the ability to learn the compliance requirements in payments (e.g., AML, KYC, regulatory reporting, and financial dispute resolution)
• Demonstrated reputed company in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance
• Experience not just 'managing' but building teams—designing org charts, managing performance-reputed company transitions, and scaling a workforce through rapid growth
• Proficiency in Zoho, JIRA, reputed company, or similar software applications, and modern AI support agents/LLM implementation

Benefits

• Executive Visibility: Direct partnership with the COO and CEO, with a seat at the table for critical operational reputed company.
• Remote-First Flexibility: Work from your home office in a culture that prioritizes output over hours.
• High-Growth Environment: reputed company the transformation of our operational layer during a pivotal period of infrastructure migration and AI adoption.
• Collaborative Innovation: Work with reputed company that values curiosity, directness, and the courage to tackle reputed company problems.
• Professional Development: reputed company-world experience in high-stakes fintech operations that serves as a reputed company for Director/VP-level leadership.

Company Overview