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Premium Services Manager

Thunes
Riyadh, KSA
Full-time
Mid-Senior
Onsite
Discovered 4 weeks ago
Customer operationsTechnical account managementPayments operationsAPI-driven platformsTransaction lifecyclesOperational issue and incident management

Full Job Posting

About Thunes

Thunes operates a global payments network connecting financial institutions and fintechs through payment methods in more than 140 countries and over 90 currencies.

Its network connects to mobile wallets, bank accounts, and cards and serves clients including gig-economy companies, super-apps, MTOs, fintechs, PSPs, and banks.

Role overview

The Premium Services Manager sits within Member Experience and supports a portfolio of strategic partners.

The role delivers proactive, high-touch operational service to protect revenue, reduce friction, and ensure reliability across high-volume transaction flows.

The manager monitors partner performance, identifies risks early, and owns resolution of complex operational and technical issues.

Partner ownership and monitoring

  • Own the end-to-end operational experience for high-value partners and act as their primary operational point of contact.
  • Monitor transaction flows and corridor performance in real time and alert partners to potential disruptions early.

Incidents and partner enablement

  • Own critical incidents and escalations and coordinate resolution with NOC, Product, Engineering, and Compliance.
  • Advise partners on API usage, transaction flows, and corridor requirements.
  • Support safe partner scaling, new-corridor onboarding, and transaction-quality improvements.

Performance and improvement

  • Analyze transaction data, QoS metrics, and failure trends to find systemic issues.
  • Work with internal teams on long-term fixes that reduce manual interventions and improve success rates.
  • Define and track operational and quality metrics and provide actionable reports to partners and internal stakeholders.

Skills and experience

  • At least 5 years of experience in customer operations, technical account management, or payments operations within fintech or financial services; payments experience is preferred.
  • Strong understanding of API-driven platforms, transaction lifecycles, and payment operations.
  • Proven ability to resolve complex operational issues across multiple stakeholders.
  • Strong analytical skills, including interpreting data and identifying root causes.
  • Excellent communication skills and experience managing external partners and internal teams.

Success measures and role approach

Success includes reduced partner friction, faster resolutions, proactive issue identification, stronger network performance, and fewer recurring issues.

This is a proactive operational role involving platform performance, not a reactive support role or traditional account-management position.

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