Technical Operations Manager

Role Scope & Impact

The Technical Operations Manager will:

• Lead a high-performing technical support and operations team

• Serve as the structured voice of the customer in engineering and reliability forums

• Drive permanent fixes for systemic issues rather than repetitive ticket resolution

• Improve connectivity success rates and platform stability

• Build automation frameworks that reduce manual effort

• Ensure operational alignment with U.S. financial regulatory expectations

• Success will be measured by improvements in reliability metrics, connectivity success rates, recurrence reduction, and automation impact — not just ticket volume metrics.

Core Responsibilities

Team Leadership & Performance

• Lead, coach, and develop a high-performing multi-channel support team

• Establish clear OKRs, KPIs, and performance benchmarks aligned to company growth and reliability goals

• Drive a culture of ownership, accountability, and continuous improvement

• Conduct structured performance reviews, skill development plans, and coaching cycles

• Build workforce planning and capacity forecasting models to support growth

Customer Experience & Operations

• Own end-to-end support operations across chat, email, and other digital channels

• Ensure SLA adherence, high-quality resolution, and strong first-contact resolution rates

• Improve and maintain key metrics including CSAT, NPS, resolution time, backlog health, and cost per ticket

• Identify recurring customer issues and proactively address systemic root causes

• Translate recurring incidents into structured problem statements for engineering teams

Automation & AI Enablement

• Champion automation to reduce manual workload and improve response times

• Identify opportunities to leverage AI tools (chatbots, auto-routing, sentiment analysis, self-service, knowledge bases, etc.)

• Partner with engineering and product teams to design and implement scalable support tooling architecture

• Continuously evaluate and optimize support tools and workflows

• Measure automation impact (deflection rate, time saved, cost efficiency, SLA improvement)

Connectivity Success & Platform Reliability

• Partner with SRE, Product & Engineering to improve and monitor connectivity success rate metrics

• Analyze support data to identify patterns in API failures, data sync issues, latency, or third-party integration disruptions

• Correlate ticket volume spikes with connectivity or performance degradation

• Drive initiatives that improve Connection stability, API success rate, Data refresh success rate, Time-to-recovery during incidents

• Ensure customer-facing communication during outages is proactive, transparent, and aligned with CX and Sales
   

Success in this role will be measured not only by ticket resolution metrics, but by measurable improvement in platform reliability and connectivity performance.

Customer & U.S. Financial Ecosystem Stewardship

This leader represents customer trust within a regulated financial environment.

• Serve as a disciplined voice of the customer in cross-functional decision-making

• Ensure support communication reflects regulatory awareness and financial literacy

• Partner with Compliance and Risk to maintain adherence to U.S. financial regulations

• Elevate ecosystem-level risks (bank connectivity disruptions, aggregation failures, financial data flow issues)

• Protect brand credibility through precise, transparent, and compliant communication

• Operational rigor directly supports trust within the broader U.S. financial services ecosystem.

Cross-Functional Partnership

• Partner closely with CX and Sales to understand customer friction points, onboarding challenges, and revenue-impacting escalations

• Work with SRE (Site Reliability Engineering) to monitor incident patterns, service degradation, and uptime trends

• Collaborate with Product Engineering to convert recurring tickets into backlog items and systemic fixes

• Act as the voice of the customer by sharing insights and build a structured feedback loop with internal stakeholders

• Support new product launches by ensuring support readiness, training, and documentation

• Participate in post-incident reviews and drive corrective and preventive actions

• Track and report resolution effectiveness (recurrence rate, time to permanent fix, incident reduction trends)

Process Improvement, Analytics & Reporting

• Design, document, and optimize support processes and SOPs

• Build dashboards tracking operational health, reliability metrics, and connectivity success

• Use data and analytics to monitor performance and drive decision-making

• Provide executive-ready reporting on:

  • SLA adherence

  • CSAT / NPS

  • Incident recurrence rates

  • Connectivity performance trends

  • Automation ROI

Job Requirements

• 15+ years in technical support, customer operations, or technical service delivery, preferably in fintech, SaaS, or technology-driven environments

• 5+ years of experience managing and scaling technical support teams

• Strong understanding of customer support tools (CRM, ticketing systems, chat platforms)

• Familiarity with fintech products, payments, banking, lending, or financial regulations

• Strong understanding of APIs, integrations, reliability metrics, and incident management workflows

• Experience partnering with SRE and Product Engineering teams on incident management and root cause resolution

• Strong analytical mindset with experience using dashboards and performance metrics

• Proven experience driving process improvements and operational efficiency

• Excellent communication, leadership, and stakeholder management skills

• Experience implementing AI-driven support solutions or automation workflows preferred

• High ownership orientation with structured problem-solving ability

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

**Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.