Senior Manager, Client Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Client Operations based in Poland.

This leadership role offers the opportunity to shape and scale client operations within a fast-growing financial technology environment.
You will take ownership of service delivery, operational excellence, and customer experience across enterprise-level payment programs.
The position sits at the intersection of fintech operations, technical incident management, automation, and strategic client partnership.
You will lead teams, optimize support models, and drive initiatives that improve efficiency while maintaining exceptional service quality.
This role provides the chance to influence operational strategy, modernize support infrastructure, and implement innovative AI-driven solutions.
You will work closely with technical teams, external partners, and senior stakeholders to ensure reliable and scalable operations.
The ideal candidate will bring strong payments expertise, leadership capabilities, and a passion for building high-performing operational functions.

The Senior Manager, Client Operations will be responsible for leading and transforming the operational support function, ensuring seamless service delivery, strong client relationships, and continuous improvement.

Key responsibilities include:

• Owning end-to-end service performance metrics, including service levels, first contact resolution, response times, customer satisfaction, backlog management, and cost efficiency.
• Leading technical incident response for production issues, coordinating engineering teams, external partners, and client communications during critical situations.
• Managing root cause analysis processes to ensure accurate investigations, timely delivery, and effective corrective actions.
• Acting as a senior operational partner for enterprise clients, ensuring strong communication, service reliability, and operational transparency.
• Overseeing client and cardholder support operations across multiple channels, including phone, email, chat, dispute management, and account support.
• Managing third-party vendors and outsourced service providers through performance monitoring, quality assurance, and operational reviews.
• Driving modernization initiatives across support infrastructure, including contact center platforms, ticketing systems, knowledge management tools, and automation solutions.
• Developing and implementing AI-assisted support strategies, identifying opportunities for automation while maintaining compliance and customer trust.
• Leading internal teams and external support resources, building scalable structures, career paths, and performance frameworks.
• Partnering with compliance teams to ensure operations align with regulatory requirements, security standards, and industry obligations.
• Defining escalation processes between support, engineering, product, and client-facing teams to improve efficiency and accountability.
• Identifying recurring operational challenges and partnering with internal teams to implement long-term improvements.

The ideal candidate is an experienced operations leader with a strong background in fintech, payments, or regulated technology environments. They should combine strategic leadership, technical understanding, and strong client management skills. Required qualifications and experience include:

• 8+ years of experience in client operations, support operations, service delivery, or similar leadership roles within fintech, payments, SaaS, or highly regulated technology environments.
• Strong experience managing technical incident response for enterprise customers, including preparing and presenting complex root cause analyses.
• Proven ability to support high-value enterprise accounts and communicate effectively with executive-level stakeholders.
• Experience leading support teams, service delivery teams, contact centers, and third-party providers.
• Strong understanding of payments operations, including transaction flows, dispute management, AML/KYC processes, regulatory requirements, and PCI DSS considerations.
• Experience implementing or migrating operational platforms such as CCaaS, CRM, telephony, ticketing systems, or AI-powered support solutions.
• Demonstrated ability to build and scale teams, improve operational structures, and manage organizational growth.
• Technical fluency with API-based integrations, payment processing workflows, and platform troubleshooting.
• Strong analytical skills with the ability to build reporting frameworks and make data-driven operational decisions.
• Experience with platforms such as Zoho, Jira, Metabase, or equivalent operational tools.
• Familiarity with modern AI-based support agents and automation technologies.
• Exceptional communication skills, including executive presentations, incident updates, operational reviews, and written documentation.
• Ability to challenge assumptions, manage expectations, and provide…