Senior Manager, Client Operations

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Berkeley Payments

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2005

💳 Fintech

🏦 Banking

Fintech • Banking • Payments

Berkeley Payments is a financial technology company that specializes in creating and managing virtual and physical payment cards, enabling real-time payments, and providing a broad set of financial solutions. Their platform offers a collection of features including low-cost transactions, spending controls, and card issuing through an Open-API system tailored for banking apps, gig workers, and loyalty programs. With an emphasis on security and compliance, Berkeley Payments supports various financial institutions by embedding sophisticated money movement services into their offerings.

📋 Description

• Own end-to-end support operating metrics, including first contact resolution, answer speed, handle time, backlog aging, SLA attainment, client satisfaction, and cost per contact • Provide executive leadership with a single source of truth on support performance • Drive down unit cost through automation, self-service deflection, knowledge management, and channel mix optimization • Serve as incident commander for production issues affecting live payment programs • Coordinate engineering, external processors, issuing banks, clients, and cardholders during incidents • Own severity classification, escalation paths, status cadence, and Root Cause Analysis delivery • Act as senior operational contact for marquee enterprise accounts and lead operational performance reviews • Own 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 contracted performance management • Lead modernization of CCaaS, telephony, IVR, ticketing, and knowledge-base infrastructure • Design and implement Agentic AI support tooling and automated workflows • Lead internal Client Support and Cardholder Support teams and define coverage, on-call rotations, and career paths • Partner with Compliance on FINTRAC, PCMLTFR, and PCI DSS requirements • Define escalation frameworks across support, engineering, product, and client-facing teams • Identify systemic contact drivers and feed recurring failure patterns into product and engineering roadmaps • Build and maintain runbooks, macros, knowledge bases, and reporting frameworks

🎯 Requirements

• 8+ years in client operations, support operations, or service delivery leadership within FinTech, payments, or a highly regulated SaaS environment • Payments experience strongly preferred • Regulated environment experience non-negotiable • Proven technical incident response leadership for enterprise-grade clients • Experience writing and defending complex Root Cause Analyses • Direct operational support experience for named, high-revenue enterprise accounts and client-side executives • People management experience leading support, service delivery, or contact-centre teams • Experience managing third-party or outsourced providers against contracted performance • Working knowledge of AML, KYC, regulatory reporting, financial disputes, chargeback resolution, and PCI DSS support-workflow constraints • Experience leading CCaaS, CRM, telephony, or Agentic AI implementations or migrations • Experience building teams, designing structures, managing performance transitions, and scaling workforces • Technical fluency in API-based integrations, card transaction flows, and processor workflows • Ability to instrument support functions and make decisions from queue data • Proficiency with Zoho, Jira, Metabase, or equivalent platforms • Hands-on experience with modern LLM-based support agents • Exceptional executive communication and strong written communication • 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 results • Executive visibility with regular exposure to the CEO and COO • Ongoing learning opportunities • Mentorship • Opportunities to work with cutting-edge technologies • Diverse and inclusive workplace • Opportunities to tackle complex problems in payments technology