Remote Senior Manager, Client Operations & Incident Command

name; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Berkeley Payments is seeking a Senior Manager, Client Operations to own day two support for enterprise programs, liaising with engineering, processors, and issuing banks. You will drive SLAs, RCA integrity, and cost-to-serve while modernizing the support stack with AI and automation.

In this remote role, you will lead internal teams and third-party providers, ensure regulatory compliance, and partner with Compliance to meet FINTRAC, PCI DSS, and related obligations, all while improving customer

Qualifications

• 8+ years leading client or service delivery in regulated fintech or payments.

Responsibilities

• Own end-to-end service levels and cost per contact.
• Lead incident command for production issues and coordinate stakeholders.
• Oversee cardholder and enterprise support operations across channels.
• Manage vendor and BPO partners, with scorecards and QA.
• Modernize support infra (CCaaS, IVR, ticketing) and drive migrations.
• Define escalation framework between support, engineering, and product.

Skills

Payments industry

Operations leadership

Incident management

Cross-functional leadership

Client communication

Tools

CRM systems

Ticketing platforms

Call monitoring tools

Job description

Berkeley Payments is seeking a Senior Manager, Client Operations to own day two support for enterprise programs, liaising with engineering, processors, and issuing banks. You will drive SLAs, RCA integrity, and cost-to-serve while modernizing the support stack with AI and automation.

In this remote role, you will lead internal teams and third-party providers, ensure regulatory compliance, and partner with Compliance to meet FINTRAC, PCI DSS, and related obligations, all while improving customer