Job Summary:The Client Operations Manager leads Evolve's Account Services and Implementation Services organization, overseeing Account Managers, Fintech Success Managers, Analysts, and Implementation Managers responsible for client delivery across payment and banking solutions. This role owns client experience, escalation management, team performance, and operational excellence across Evolve's fintech portfolio. The Client Operations Manager partners closely with Sales, Product, Operations, Risk, Compliance, and Technology to drive strong client outcomes, regulatory alignment, and portfolio growth while building a high-performing, scalable teams.
Main Job Tasks & Responsibilities:- Lead, coach, and develop a high-performing organization with clear accountability and performance standards.
- Own executive-level oversight of client escalations, initiatives, and Tier 1 client relationships.
- Drive consistent, scalable account management processes across payments and banking solutions.
- Monitor client health, service metrics, and KPIs; lead QBRs and key client check-ins.
- Partner with Sales to improve retention, expand product adoption, and grow existing client relationships.
- Serve as a senior liaison between clients and internal teams, including Risk, Compliance, Legal, Operations, and core system vendors.
- Build and maintain strong operating rhythms, documentation, and service standards that scale.
Education & Experience: - Bachelors degree in business, finance, or related field.
- 5+ years leading client-facing or account management teams in banking, payments, fintech, or BaaS.
Key Competencies: - Proven people leader with experience building and scaling high-performing teams.
- Strong knowledge of payment and banking products. (ACH, card services, vAccounts, core banking)
- Understanding of regulatory expectations in a financial institution environment.
- Strategic, analytical leader with strong executive communication skills.
