Senior Manager, Operations

🕒 2 days ago

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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 the operating metrics for the support function end to end • Serve as incident commander for production issues affecting live programs • Act as the senior operational point of contact for marquee enterprise accounts • Own the cardholder experience across all contact channels • Lead the modernization of support infrastructure including ticketing and knowledge base • Design and implement an AI-assisted support layer using Agentic tooling • Partner with Compliance to ensure operations meet requirements • Identify and remove systemic drivers of contact volume

🎯 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 grade clients, including writing and defending complex RCAs • Direct experience providing operational support to named, high revenue enterprise accounts • Demonstrated people management experience leading support, service delivery, or contact centre teams • Working knowledge of payments compliance obligations, including AML and KYC, regulatory reporting, financial dispute and chargeback resolution, and PCI DSS constraints on support workflows • Demonstrated success leading infrastructure implementations or migrations such as CCaaS, CRM, telephony, or Agentic AI deployments • Technical fluency with understanding of API-based integrations and transaction flows • Bachelor's degree in business, engineering, or a related field, or equivalent work experience.

🏖️ Benefits

• Health, dental, and vision coverage • Paid time off • Fully remote work environment • Ongoing learning opportunities • Mentorship and working with cutting-edge technologies