# Premium Services Manager

**Company**: Thunes
**Location**: Riyadh
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/thunes/jobs/8018708003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7353a9d6-83c

## Description

About Thunes Thunes is the Smart Superhighway to move money around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies.

About the Role The Premium Services Manager sits within Member Experience (MX) and is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners.

Key Responsibilities

- Partner Ownership & Experience: Own the end-to-end operational experience for a portfolio of high-value partners.

- Proactive Monitoring & Issue Prevention: Monitor transaction flows and corridor performance to detect anomalies, failures, and inefficiencies in real time.

- Incident Management & Escalation: Take full ownership of critical incidents and escalations, driving resolution across internal teams.

- Partner Enablement & Advisory: Act as a trusted operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements.

- Continuous Improvement: Analyse transaction data, QoS metrics, and failure trends to identify systemic issues.

- Performance Tracking & Reporting: Define and track key operational and quality metrics for assigned partners.

What Success Looks Like (6–12 Months)

- Improved Partner Experience: Partners experience reduced friction, faster resolutions, and increased confidence in the Thunes network.

- Shift to Proactive Operations: Issues are identified and addressed before partners raise them.

- Stronger Network Performance: Recurring issues are reduced through systemic fixes and improved partner practices.

- Faster Resolution Times: Cross-functional collaboration leads to quicker, more effective incident management.

Skills & Experience Required

- 5+ years of experience in customer operations, technical account management, or payments operations within fintech or financial services, preferably payments.

- Strong understanding of API-driven platforms, transaction lifecycles, and payment operations.

- Proven ability to manage complex operational issues and drive resolution across multiple stakeholders.

- Strong analytical skills with the ability to interpret data and identify root causes.

- Excellent communication skills, with experience managing both external partners and internal teams.

## Skills

### Required
- payment operations
- API-driven platforms
- transaction lifecycles
- analytical skills
- communication skills

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/thunes/jobs/8018708003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)