Senior Manager, Operations

About Us For over 10 years we've partnered with Canada's largest banks to help 1000+ corporate clients simplify and scale their mass payouts to drive business outcomes. Our branded money programs are used to pay people rewards, commissions, shopper rebates, insurance benefits, goodwill campaigns, emergency funding, and more. We're a growing company and our employees enjoy engaging and interactive work, challenging career opportunities and a collaborative team-based culture. We offer a casual work environment, competitive salaries, excellent health and dental benefits and more. We also offer opportunities and support for ongoing learning, growth, and career development. Berkeley is centrally located in downtown Toronto. Job Description This is a remote position. About Us: Berkeley Payments is a leading payment technology provider specializing in innovative solutions for businesses to manage and process payments seamlessly. We power prepaid card and disbursement programs for some of Canada's largest enterprises, including major banks, payroll providers, and government programs, alongside 400+ generic card programs. We pride ourselves on combining deep payments expertise with modern technology to help our clients launch and scale payment programs that would otherwise take years to build. Role Overview: We are looking for a high-impact Senior Manager, Operations to own how Berkeley runs day two and beyond. Implementation gets a program live. This role keeps it running. You will own 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. You will lead the internal support team and the third party providers that extend it, and you will be the single accountable owner for service levels, first contact resolution, and cost to serve. This role sits at the intersection of technical incident management, regulated fintech operations, and enterprise client communication. When a live program breaks, you run the response: you coordinate internal engineering, external processors and issuing banks, and client communication in parallel, then you write and defend the Root Cause Analysis in front of the client. When nothing is broken, you are rebuilding the support layer itself, migrating contact centre infrastructure, deploying Agentic AI and automated workflows, and driving unit costs down while resolution quality goes up. This is not a ticket queue management role. You need enough payments and platform fluency to triage a transaction decline or a PIN retrieval failure without waiting on engineering, and enough operational discipline to run a regulated support function that enterprise clients and their auditors will scrutinise. Key Responsibilities: Service Level Ownership: Own the operating metrics for the support function end to end, including first contact resolution, average speed of answer, average handle time, backlog aging, SLA attainment, client satisfaction, and cost per contact. Provide a single source of truth on support performance to executive leadership. Cost to Serve: Own unit cost to serve across the portfolio and drive it down structurally through automation, self-serve deflection, knowledge management, and channel mix, not through service degradation. Technical Incident Command: Serve as incident commander for production issues affecting live programs. Coordinate internal engineering, external processors, and issuing bank counterparts under time pressure while running client and cardholder communication in parallel. Own severity classification, escalation paths, and status cadence. Root Cause Analysis: Own the RCA process. Ensure RCAs are technically accurate, delivered inside committed timelines, and defensible when presented to enterprise client stakeholders and their risk teams. Drive corrective actions to closure rather than filing the document and moving on. Enterprise Operational Partnership: Act as the senior operational point of contact for marquee enterprise accounts, partnering with Client Success, who owns the commercial relationship. You own operational delivery, support performance reviews, and the credibility of Berkeley's answer when a client executive asks what happened and what changes. Cardholder Support Operations: Own the cardholder experience across all contact channels, including dispute intake and resolution, complaint handling, card replacement and reissue flows, and identity and account access support. Ensure cardholder outcomes hold up under regulatory and network scrutiny. Vendor and BPO Management: Own the third party support providers and the vendor stack behind them. Set scorecards, run quality assurance and call monitoring, hold vendors to contracted performance, and make the build versus buy versus offshore calls with real numbers behind them. Support Infrastructure Leadership: Lead the modernization of Berkeley's client and cardholder support infrastructure, including CCaaS, telephony and IVR, ticketing, and knowledge base. Own the Go/No-Go decisions, vendor coordination, and cross functional roadmap for each migration. AI and Automation Strategy: Design and implement an AI assisted support layer using Agentic tooling and automated workflows. Decide what gets automated, what stays human, and where an AI answer creates regulatory or reputational risk that is not worth the deflection. Team Leadership: Lead the Client Support and Cardholder Support teams across internal staff and third party providers. Set standards for quality, tone, and technical accuracy. Build the coverage model, on call rotation, and career paths that let the function scale without burning people out. Compliance Partnership: Partner with Compliance to ensure support operations meet FINTRAC, PCMLTFR, and PCI DSS requirements, including dispute handling obligations, network rules, complaint recordkeeping, and cardholder data handling on every channel. Governance and Escalation: Define and enforce the escalation framework between support, engineering, product, and client-facing teams. Protect product and engineering capacity from unscoped support pull through by resolving at the right layer. Process Improvement: Identify and remove systemic drivers of contact volume. Feed recurring failure patterns back into product and engineering as prioritised fixes. Build and maintain the run-books, macros, knowledge base, and reporting frameworks that scale as Berkeley grows. Qualifications: 8+ years in client operations, support operations, or service delivery leadership within FinTech, payments, or a highly regulated SaaS environment. Payments experience is strongly preferred and regulated environment experience is non-negotiable. Proven experience leading technical incident response for enterprise grade clients, including writing and defending complex RCAs. You must be able to speak engineer and speak to client in the same hour. Direct experience providing operational support to named, high revenue enterprise accounts, including reporting to client side executive stakeholders. Demonstrated people management experience leading support, service delivery, or contact centre teams, including managing third party or outsourced providers against contracted performance. 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, with full accountability for vendor performance and outcome. Strategic people operations experience. Not just managing an existing team but building one: designing structure, managing performance transitions, and scaling a workforce through rapid growth. Technical fluency. Deep enough understanding of API-based integrations, card transaction flows, and processor workflows to triage credibly and challenge an engineering diagnosis when it does not hold up. Data discipline. Able to instrument a support function, build the reporting yourself when needed, and make decisions from queue data rather than anecdote. Proficiency with Zoho, Jira, Metabase, or equivalent platforms, and hands on experience with modern LLM based support agents. Exceptional executive communication. Able to hold the room with C level enterprise client stakeholders during and after an incident, and earn their confidence. Strong written communication. RCAs, incident updates, escalation notes, and operating reviews must be clear, concise, and defensible. Comfort pushing back. Willing to tell clients, sales, and senior leadership when a commitment is not operationally deliverable, with the substance to back it up. Bachelor's degree in business, engineering, or a related field, or equivalent work experience. What We Offer: At Berkeley Payments, we believe in creating an environment where our team members can thrive both professionally and personally. As a part of our team, you'll benefit from: Competitive Compensation: We offer a salary package that reflects your experience and contributions. Comprehensive Benefits: Enjoy health, dental, and vision coverage, along with paid time off. Fully Remote Environment: We are a fully remote company, allowing you to work from anywhere, in a culture that prioritises output over hours. Ownership and Impact: Be part of a small, agile team where your work has a direct and visible line to client retention and the company's bottom line. Executive Visibility: A seat at the table for critical operational decisions, with regular exposure to the CEO and COO. High-Growth Environment: Lead the transformation of Berkeley's operational layer during a pivotal period of infrastructure migration and AI adoption. Professional Development: We invest in your growth through ongoing learning opportunities, mentorship, and chances to work with cutting-edge technologies. Inclusive Culture: We are committed to fostering a diverse and inclusive workplace where everyone's voice is heard and valued. Exciting Fintech Landscape: Join a dynamic industry at the forefront of payments technology, where you'll tackle complex problems and contribute to innovative solutions that shape the future of fintech. Don't meet every single requirement? At Berkeley Payments, we are dedicated to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description and you have a passion for learning and growth, we encourage you to apply anyway.