Technical Client Operations Manager (SaaS)

TL;DR

Technical Client Operations Manager (SaaS): Managing the operational delivery of the UK managed location portfolio with an accent on client onboarding, process automation, and SLA performance. Focus on designing scalable operational workflows, leveraging AI tooling for efficiency, and troubleshooting complex platform issues.

Location: Hybrid (London, UK)

Company

hirify.global is a premier parking platform offering B2B and B2C solutions to simplify the parking experience for drivers and venues.

What you will do

• Own end-to-end operational performance for UK B2B, B2G, and leased site portfolios, acting as a senior escalation point.
• Lead High Tier (T0 & T1) client onboarding and offboarding, ensuring quality and speed of delivery.
• Design, document, and optimize standard operating procedures, specifically leveraging AI tooling to automate repeatable tasks.
• Project manage strategic operational initiatives such as large-scale migrations and system integrations.
• Serve as the primary technical systems expert to troubleshoot platform issues and coordinate with Product and Engineering teams.
• Provide operational direction and coaching to Associate team members.

Requirements

• 5+ years of experience in client operations, client success, or technical account management in a platform-based environment.
• Willingness to participate in a rotated weekend on-call rota.
• Proven track record of owning and delivering process improvement projects independently.
• Strong technical confidence in troubleshooting SaaS platforms and learning new systems quickly.
• Strong data literacy with the ability to build and interpret operational reporting.
• Must be based in London, UK (Hybrid).

Nice to have

• Experience with Operational, CSP, and CRM tooling.
• First-hand experience as a driver.

Culture & Benefits

• Generous holiday policy: 25 days + bank holidays, with up to 5 extra days for high performance.
• Comprehensive health benefits including Private Medical Insurance (Vitality) and Life Assurance.
• Office perks: Free lunch via Feedr, snacks, and drinks on office days.
• Family support: Enhanced parental leave and funded childcare assistance via Koru Kids.
• Financial benefits: Competitive pension, monthly parking credit, and EV/cycle-to-work schemes.
• Team culture: Quarterly away days and social activities on a rooftop in King's Cross.

Hiring process

• First stage: 30-minute virtual video interview with the People Team.
• Second stage: 45-minute virtual video interview with the Hiring Manager.
• Final stage: 1-hour panel interview including a task presentation.