{"id":554290,"url":"https://alion.io/job/convera-senior-customer-support-specialist","title":"Service Delivery Manager","company":{"id":8758,"name":"Convera","domain":"convera.com","url":"https://alion.io/company/convera","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":19,"ghost_share":0,"stale_share":0.579,"repost_share":0.053,"time_to_fill_p50_days":34,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Ana, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":127000,"max_usd":247000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1090},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-29T22:15:02Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-27T07:14:03Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":89},"description":"The Senior Specialist / Service Delivery Manager acts as the primary operational partner and relationship owner for a portfolio of strategic clients. This role is accountable not only for service delivery performance, but also for driving client satisfaction, retention, and value realization.\nOperating at the intersection of Operations, Sales, and Product & Technology, this individual leads executive-level client engagements, translates business needs into operational execution, and proactively identifies opportunities to enhance client experience, scalability, and long-term growth.\nClient Ownership & Growth\nOwn the end-to-end relationship for an assigned portfolio of clients, acting as the primary point of accountability for client satisfaction and retention\nBuild trusted relationships with senior client stakeholders and act as a strategic advisor\nIdentify and drive opportunities for service expansion, optimization, and value creation\nAnticipate client needs and risks, ensuring proactive engagement\nExecutive Stakeholder Management & Governance\nLead client governance forums (QBRs/MBRs) with strategic insights and recommendations\nTranslate operational performance into business impact\nInfluence decision-making with data and structured narratives\nAct as senior escalation point for complex issues\nService Delivery Ownership & Execution\nOwn end-to-end service delivery performance across assigned clients\nEnsure readiness for volume shifts, process updates, and new launches\nCoordinate across Operations, Product, and Technology teams\nService Performance, Reporting & Analytics\nMonitor service metrics and drive corrective actions\nDevelop client-facing reporting and insights\nSupport capacity planning and demand management through data\nDrive outcomes beyond SLAs, including client experience and efficiency\nContinuous Improvement & Change Leadership\nLead root cause analysis and improvement initiatives\nDrive change across internal and client stakeholders\nAct as subject matter expert on services and operations\nTeam Collaboration & Capability Support\nProvide guidance and knowledge sharing across the team\nRole model accountability and service excellence\nExperience & Qualifications\n3-5+ years' experience in Service Delivery, Operations, Customer Support, or SLA-driven service environments\nBachelor’s degree in a relevant field (e.g., Finance, Accounting, Business Administration, or related discipline).\n\nExperience managing enterprise or strategic client relationships\nExperience engaging with senior/executive stakeholders\nStrong background in SLAs, KPIs, and service delivery performance\nAbility to translate data into business insights\nExperience in fintech, payments, SaaS, or B2B environments preferred\nCore Competencies\nClient ownership and accountability\nExecutive presence and influence\nData-driven decision making\nCommercial awareness and outcome orientation\nContinuous improvement mindset\nWho Will Succeed in This Role\nThis role is best suited for professionals who thrive in client-facing environments where success is defined by both operational excellence and client outcomes. Candidates primarily focused on internal team management without direct client ownership may not be the right fit.\nAbout Convera\nConvera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.\nOur teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.\nAs a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.\nWe offer an abundance of competitive perks and benefits including:\nMarket competitive salary.\nGreat career growth and development opportunities in a global organization.\nHybrid schedule with 2 in the office per week.\nGenerous insurance (health, disability, life).\nPaid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).\nPaid volunteering opportunities (5 days per year).\nThis position follows a shift window from 6:00am-6:00pm Monday to Friday.\nApply now if you’re ready to unleash your potential.\nEl Senior Specialist / Service Delivery Manager actúa como el principal socio operativo y propietario de la relación para un portafolio de clientes estratégicos. Este rol es responsable no solo del desempeño en la entrega del servicio, sino también de impulsar la satisfacción del cliente, la retención y la generación de valor.\nOperando en la intersección de Operaciones, Ventas y Producto & Tecnología, esta persona lidera interacciones con clientes a nivel ejecutivo, traduce necesidades de negocio en ejecución operativa e identifica de manera proactiva oportunidades para mejorar la experiencia del cliente, la escalabilidad y el crecimiento a largo plazo.\nGestión de Clientes y Crecimiento\nSer responsable de la relación de extremo a extremo para un portafolio asignado de clientes, actuando como el punto principal de responsabilidad en la satisfacción y retención del clienteConstruir relaciones de confianza con stakeholders senior del cliente y actuar como asesor estratégico\nIdentificar e impulsar oportunidades de expansión del servicio, optimización y creación de valor\n• Anticipar necesidades y riesgos del cliente, asegurando una gestión proactiva\n\nGestión de Stakeholders Ejecutivos y Gobernanza\nLiderar foros de gobernanza con clientes (QBRs/MBRs) con insights estratégicos y recomendacionesTraducir el desempeño operativo en impacto de negocio\nInfluir en la toma de decisiones mediante datos y narrativas estructuradas\n• Actuar como punto de escalamiento senior para problemas complejos\n\nResponsabilidad y Ejecución de la Entrega del Servicio\nSer responsable del desempeño de la entrega del servicio de extremo a extremo para los clientes asignadosAsegurar la preparación ante cambios de volumen, actualizaciones de procesos y nuevos lanzamientos\n• Coordinar entre los equipos de Operaciones, Producto y Tecnología\n\nDesempeño del Servicio, Reportes y Analítica\nMonitorear métricas del servicio e impulsar acciones correctivasDesarrollar reportes e insights dirigidos al cliente\nApoyar la planificación de capacidad y la gestión de demanda mediante el uso de datos\n• Impulsar resultados más allá de los SLA, incluyendo experiencia del cliente y eficiencia\n\nMejora Continua y Liderazgo de Cambio\nLiderar análisis de causa raíz e iniciativas de mejoraImpulsar el cambio entre stakeholders internos y del cliente\n• Actuar como experto en la materia en servicios y operaciones\n\nColaboración en Equipo y Desarrollo de Capacidades\nBrindar orientación y compartir conocimientos dentro del equipo• Modelar responsabilidad y excelencia en el servicio\n\nExperiencia y Calificaciones\n3-5+ años de experiencia en entrega de servicios (Service Delivery), operaciones, atención al cliente o entornos de servicio gestionados por SLA.\n\nTitulo universitario en un campo relevante (por ejemplo, Finanzas, Contabilidad, Administración de Empresas o disciplina afín).\n\nExperiencia gestionando relaciones con clientes empresariales o estratégicos\nExperiencia interactuando con stakeholders senior/ejecutivos\nFuerte conocimiento en SLA, KPIs y desempeño en la entrega de servicios\nCapacidad para traducir datos en insights de negocio\nExperiencia en fintech, pagos, SaaS o entornos B2B es preferida\nCompetencias Clave\nPropiedad y responsabilidad sobre el clientePresencia e influencia a nivel ejecutivo\nToma de decisiones basada en datos\nVisión comercial y orientación a resultados\n• Mentalidad de mejora continua\n\n¿Quién tendrá éxito en este rol?\nEste rol es más adecuado para profesionales que prosperan en entornos orientados al cliente, donde el éxito se define tanto por la excelencia operativa como por los resultados del cliente. Los candidatos enfocados principalmente en la gestión interna de equipos sin responsabilidad directa sobre clientes pueden no ser el perfil adecuado.\nSobre Convera\nConvera es la mayor empresa no bancaria de pagos B2B transfronterizos en el mundo. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones tecnológicas de pago para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándoles a capturar mayor valor en cada transacción. Convera atiende a más de 30,000 clientes que van desde pequeñas empresas hasta tesorerías corporativas, instituciones educativas, instituciones financieras, firmas legales y ONG.\nNuestros equipos se preocupan profundamente por el valor que aportamos a nuestros clientes, lo que hace de Convera un excelente lugar para trabajar. Este es un momento emocionante para nuestra organización, ya que estamos construyendo nuestro equipo con personas orientadas al crecimiento y a los resultados, que buscan avanzar rápidamente en un entorno innovador.\nComo una empresa verdaderamente global con empleados en más de 20 países, nos apasiona la diversidad; buscamos y celebramos personas de diferentes orígenes, estilos de vida y puntos de vista únicos. Queremos trabajar con las mejores personas y garantizar que fomentamos una cultura de inclusión y pertenencia.\nOfrecemos una amplia variedad de beneficios competitivos, incluyendo:\nSalario competitivo en el mercadoExcelentes oportunidades de crecimiento y desarrollo profesional en una organización global\nModelo híbrido con 2 días en oficina por semana\nSeguro integral (salud, discapacidad, vida)\nFestivos pagados, tiempo libre y licencias para eventos de vida (maternidad, paternidad, adopción)\nOportunidades de voluntariado remunerado (5 días por año)\n• Este puesto sigue una jornada dentro de la franja de 6:00 a.m. a 6:00 p.m., de lunes a viernes\n\nAplica ahora si estás listo/a para desarrollar todo tu potencial.","description_format":"text","description_chars":10441,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-09-08T19:26:10Z"},{"event":"close","at":"2026-10-14T17:54:54Z"},{"event":"reopen","at":"2026-10-16T16:34:22Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 13 · green card filings: 1","filings_12m":13,"filings_prev_12m":12,"green_card_filings_12m":1,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.377,"p_room":0.28,"age_days":89,"expected_fill_days":34,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/convera-senior-customer-support-specialist","json_url":"https://alion.io/job/convera-senior-customer-support-specialist.json","meta":{"generated_at":"2026-10-27T10:52:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12734,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8758},"rest":"https://alion.io/mcp/rest/get_company?id=8758"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconvera-senior-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconvera-senior-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconvera-senior-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/convera-senior-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvera-senior-customer-support-specialist"}]}