Senior Client Operations Manager (SaaS)

Location: London, England, United Kingdom; hybrid work with three days in the office, including Tuesdays and Thursdays as anchor days

Company

hirify.global provides B2B parking solutions for venues, councils, and other operating partners, alongside B2C services that help drivers find, book, and pay for parking.

What you will do

• Own operational performance across UK B2B, B2G, and leased-site client portfolios, serving as an escalation point for complex issues.
• Manage senior client and partner relationships and lead high-tier client onboarding, offboarding, and ongoing operational support.
• Design, document, and continuously improve operational processes, standard operating procedures, and SLA performance.
• Identify automation opportunities using AI and contribute to internal tooling with Product and Engineering teams.
• Lead strategic initiatives including migrations, bulk onboarding programmes, system integrations, and seasonal or event-based tariff strategies.
• Provide systems expertise, troubleshoot platform issues, configure APIs, coach junior colleagues, and coordinate with cross-functional stakeholders.

Requirements

• 5+ years of experience in client operations, client success, or technical account management, ideally in a fast-paced, multi-client platform environment.
• Availability for a rotated weekend on-call rota is essential.
• Proven ability to independently deliver operational or process improvement projects end to end.
• Technical confidence with SaaS platforms, including troubleshooting, learning new systems, and configuring APIs.
• Strong data literacy, operational reporting, written and verbal communication, process documentation, automation, and delegation skills.
• Experience with Google Workspace and Microsoft Office is required; operational, CSP, and CRM tooling experience is desirable.

Nice to have

• Experience as a driver and first-hand understanding of the driver experience.

Culture & Benefits

• Hybrid working with three office days per week and the equipment and environment needed for the role.
• 25 days of holiday plus bank holidays, with up to five additional performance-based days.
• Private medical insurance, life assurance, pension options, and annual eye-test credit.
• Free lunch, snacks, and drinks on office days, plus monthly parking credit and salary-sacrifice travel schemes.
• Enhanced parental leave and childcare support.
• Quarterly UK team away days, a team social budget, and office social activities.

Hiring process

• 30-minute virtual interview with the People Team.
• 45-minute virtual interview with the Hiring Manager.
• Final one-hour interview with the team and manager, including presentation of a prepared task.