Senior Manager, Client Operations

Senior Manager, Client Operations at name in United States (nationwide) (nationwide) - Full Time, No Remote

About This Position

At Berkeley Payments, we are seeking a high-impact Senior Manager, Client Operations to own the day-to-day operations of our client programs. This role is pivotal in ensuring that once a program is implemented and live, it continues to run smoothly. You will be responsible for managing all inbound channels including client support requests from enterprise program administrators, cardholder support across phone, IVR, email, and chat, as well as technical escalations. Leading the internal support team and third-party providers, you'll ensure service levels, first contact resolution, and cost to serve are maintained.

What You'll Do

Your responsibilities will include:

• Owning every inbound channel into Berkeley: client support requests from enterprise program administrators, cardholder support across phone, IVR, email, and chat, and the technical escalations that surface behind both.
• Leading the internal support team and third-party providers to ensure service levels, first contact resolution, and cost to serve are maintained.
• Running responses when a live program breaks, coordinating with internal engineering, external processors, issuing banks, and client communication in parallel. Writing and defending Root Cause Analysis in front of clients.
• Migrating contact center infrastructure, deploying Agentic AI and automated workflows, driving unit costs down while resolution quality goes up.

Requirements

To be successful in this role, you will need:

• A proven track record of managing client operations for complex payment programs.
• Experience with technical incident management and regulated fintech operations.
• Strong leadership skills to manage internal support teams and third-party providers.
• Exceptional communication and problem-solving abilities.

Working at name

At Berkeley Payments, we pride ourselves on combining deep payments expertise with modern technology. We offer a dynamic work environment where innovation and collaboration are key to our success. Our commitment to excellence extends beyond just the technical aspects of our business; we also prioritize employee well-being and professional growth.

Applying for This Role

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