Senior Manager, Client Solutions & Operations

Senior Manager, Client Solutions & Operations

Location: Onsite in Fairfax, VA - no remote.

Type: Full Time

Job description

The Senior Manager owns the structure, staffing, and processes to scale it - and is the primary owner of client satisfaction and retention. If a client is at risk, this role owns it.

Role Fit & Non-Negotiables

• Onsite in Fairfax, VA - no remote.
• U.S. citizen required (ITAR / government customer obligations).
• Primary owner of client satisfaction and retention.
• Manage technical teams and get into the details - not purely strategic.
• Engage engineering on substance: log analysis, escalation docs, remote session failures, network diagnostics.
• Accountable for outcomes - SLAs, client satisfaction, and team performance are yours.

What You'll Own (90-180 Day Outcomes)

• Standardize escalation workflows, L1/L2/L3 boundaries, and SLA compliance.
• Own release intake: every build received, documented, deployed, communicated with translated notes within SLA.
• Establish an agent quality program: SRIP onboarding, certification, session monitoring, performance management.
• Audit the helpdesk and deliver measurable improvements in response and resolution.
• Establish structured RCA: every significant incident analyzed, documented, produces a corrective action.
• Build a coordinated onsite technician program; feed findings into the knowledge base.
• Enforce a reporting cadence: dashboards, uptime, SLA compliance, internal performance.
• Build a workforce plan mapping staffing to network growth.

Key Responsibilities

The Senior Manager leads the team across these functions and owns quality, consistency, and scalability of each across the full post-release lifecycle.

Documentation & Knowledge Management

• Translate engineering release notes into client-digestible documentation non-technical stakeholders can act on.
• Create, maintain, and version runbooks, SOPs, and operational guides.
• Oversee client-facing user/admin guides, onboarding materials, and kiosk installation guides.
• Manage the team knowledge base.
• Maintain architecture and deployment diagrams per client environment.
• Own compliance and audit documentation to federal and enterprise standards.

System Deployment & Provisioning

• Own new client onboarding and environment build-out from contract to go-live.
• Oversee kiosk imaging, configuration, and deployment for new and replacement units.
• Scope and communicate network/firewall requirements to client IT before deployment.
• Manage staging and production readiness for every release.
• Plan and execute update rollouts across cloud and on-prem with minimal disruption.
• Coordinate hardware logistics, staging, and field tech scheduling.

Backend & Infrastructure Coordination

• Oversee tenant and environment configuration across identity platform systems.
• Manage agent certificates and access configurations across client environments.
• Coordinate server updates, DNS changes, and cloud infrastructure migrations with engineering.
• Manage remote access tooling and secure connection setup.
• Translate production problems into actionable, well-documented engineering requests.

Helpdesk Services

• Lead Tier 1, 2, and escalated Tier 3 support across all accounts.
• Oversee outsourced L1 technicians: assign work, monitor quality, enforce SLA.
• Own SLA compliance and escalation timing.
• Lead RCA on significant incidents - document findings, assign corrective actions, track to closure.
• Ensure incident communication is timely, accurate, professional.
• Set the engineering escalation standard: log analysis, repro steps, environment context before routing to Dev.
• Ensure post-incident reviews drive measurable prevention.

Client Relationship Management & Satisfaction

• Primary contact on operational matters - incidents, service questions, deployments, escalations.
• Own satisfaction and retention: identify risks; address concerns before they become issues.
• Lead client touchpoints and operational reviews; ensure clients understand deployment health.
• Communicate transparently during incidents - set expectations, own the resolution narrative.
• Onboard new clients smoothly from day one.
• Oversee SRIP agent training and support; enforce SOPs; communicate product/process updates.
• Manage demo environment availability for client evaluations and internal testing.
• Ensure contract-defined service obligations are met.

Field Services

• Own diagnosis and resolution across the kiosk fleet, remote and onsite.
• Plan onsite technician visits: schedule, brief, scope, debrief, document.
• Lead hardware/software diagnostics across biometric sensors, document scanners, cameras, card printers, and network equipment.
• Resolve remote session failures and enterprise networking issues: VPN, firewall, proxy, DNS.
• Oversee remote desktop and fleet management of deployed kiosks.
• Direct log collection, parsing, analysis with depth for engineering RCA and permanent fixes.
• Coordinate third-party vendors on behalf of clients.

SRIP Services

• Own end-to-end operation of the SRIP remote agent program.
• Oversee onboarding, credentialing, access provisioning, and certification tracking.
• Manage agent performance: escalation, documentation, remediation.
• Oversee scheduling and coordination across agent pools.
• Hold the team to session quality standards and service benchmarks.

Reporting & Analytics

• Oversee uptime, availability, and SLA compliance reporting across the fleet.
• Track and report session volume and quality metrics by account.
• Maintain client-facing usage dashboards with accurate data.
• Use incident trend analysis to surface systemic issues to engineering.
• Deliver performance reporting to the VP of Operations and executive leadership.

Team Management

• Directly manage the Client Solutions team lead, solutions engineers, and outsourced L1 agents.
• Set KPIs, performance standards, and development plans for each team member.
• Own workforce planning, scheduling, and capacity - including after-hours and 24-hour coverage.
• Identify staffing gaps as the network scales; recommend new roles.
• Hold outsourced and third-party resources to internal standards.
• Build an accountable culture with documented escalation paths and no single points of failure.

Required Qualifications

• 10+ years in technical operations, managed services, or client-facing service delivery.
• 5+ years managing multi-function technical teams including ICs and team leads.
• Proven record managing enterprise/federal client relationships under SLA and compliance.
• Technical fluency across helpdesk, field services, networking, remote access, and cloud - engages engineering on substance.
• Experience overseeing documentation programs: SOPs, runbooks, client guides, knowledge bases, compliance docs.
• Familiarity with deployment workflows: environment setup, kiosk imaging, configuration, release rollout.
• Working knowledge of backend infrastructure: tenant config, certificate management, DNS, remote access.
• Deep experience with multi-tier helpdesk and enterprise ticketing platforms.
• Demonstrated ability to build SOPs, escalation workflows, and QA frameworks in a scaling environment.
• Strong communication; comfortable presenting to enterprise and federal stakeholders.
• Fully onsite in Fairfax, VA with travel - no remote or hybrid.
• U.S. citizen.

Preferred Qualifications

• Identity proofing, ICAM, biometrics, PIV/CAC, or NIST 800-63.
• SRIP workflows, kiosk-based service delivery, or biometric enrollment operations.
• Federal agency contract support.
• Remote session diagnostics, AWS, DNS management, certificate lifecycle.
• BeyondTrust, remote desktop tooling, kiosk fleet monitoring.
• ITIL, PMP, or equivalent certification.

Signals We Look For

• You can walk through triaging a production kiosk outage across a multi-client environment - alert to root cause to client communication to engineering escalation.
• You have owned high-stakes client relationships and can describe a time a client was at risk and how you turned it around.
• You communicate proactively and clearly, without hiding behind ticket statuses.
• You have stepped into a technical ops function that needed structure and built it - documentation, process, escalation paths.
• You think in process: every agent trained the same, every ticket documented the same, every incident review produces a corrective action.
• You hold vendors and outsourced teams to your own standard, and know when to escalate vs. own it.

What Success Looks Like

• Escalation paths formalized and L1/L2/L3 boundaries enforced within 60 days.
• SLA compliance tracked, reported, and trending upward.
• Clients satisfied and genuinely supported - not just managed. Retention is not a concern.
• The Senior Manager is the operational voice clients know, trust, and call first.
• SRIP agents consistently trained, monitored, and performing to benchmarks.
• The team scales smoothly as clients and stations are added - no single points of failure.
• At 12 months: staffing addressed, reporting live, client health strong, function structured for the next stage.

Qualifications & Skills

• Bachelor''s degree in accounting, Finance, or Economics.
• Minimum 5 years of experience in accounting and financial management.
• Minimum 3 years experience with SaaS finance and revenue
• Experience in US Government Contracting and GSA Schedule is a plus.
• Strong knowledge of internal controls, corporate policies, and compliance.
• Excellent analytical skills and business acumen.
• Proficiency in Quickbooks, spreadsheets and presentation applications.
• Excellent communication skills, both verbal and written.
• Must be a US citizen.

Benefits

• Comprehensive medical, dental, and vision coverage

• 401(k) retirement plan

• Paid time off (PTO)

• Health Savings Account (HSA) options

To Apply

Please submit your resume and a cover letter detailing your relevant experience and how you meet the qualifications outlined above to careers@nextgenid.com. We look forward to reviewing your application and considering you for this exciting opportunity to contribute to our innovative identity technology startup.

About NextgenID

NextgenID focuses on improving the efficiency and speed of mission critical, high assurance identity enrollment and credentialing operations that are essential to hundreds of millions of users worldwide.

Our technologies are engineered to dramatically reduce the time and cost of capturing accurate data when creating a digital identity. Our industry-neutral solutions revolve around "Supervised Remote-Identity Proofing" to automatically, securely and "remotely" perform all proofing, enrollment and credentialing processes and workflows for our customers. The industry is taking notice as we are now working with some of the largest agencies in the US Defense, intelligence, Civil, State and Local government markets, as well as other national governments and commercial organizations throughout the world.