Premium Services Manager

About Thunes

Thunes operates a proprietary Direct Global Network that facilitates real-time payments in over 140 countries and more than 90 currencies. The network connects to over 12 billion mobile wallets, stablecoin wallets, and bank accounts globally, along with 15 billion cards via over 220 payment methods. Headquartered in Singapore, Thunes maintains offices in 14 locations worldwide, including Riyadh, Saudi Arabia.

About the Role

Thunes is seeking a Premium Services Manager to join the Member Experience (MX) team in Riyadh, Saudi Arabia. This full-time role is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners. The position focuses on protecting revenue, reducing friction, and ensuring reliability across high-volume transaction flows for leading fintechs and global financial institutions.

Key Responsibilities

• Own the end-to-end operational experience for a portfolio of high-value partners, acting as the primary operational point of contact.
• Monitor transaction flows and corridor performance in real time to detect anomalies, failures, and inefficiencies, providing early visibility to partners on potential disruptions.
• Manage critical incidents and escalations, driving resolution across internal teams including NOC, Product, Engineering, and Compliance.
• Act as a trusted operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements to support safe scaling.
• Analyze transaction data, QoS metrics, and failure trends to identify systemic issues and collaborate with internal teams on long-term fixes.
• Define and track key operational and quality metrics for assigned partners, delivering actionable insights through regular reporting.

Qualifications and Experience

• 5-10 years of relevant professional experience.
• Demonstrated ability to proactively monitor performance, identify risks, and resolve complex operational and technical issues.
• Experience in a role that involves deep engagement with operational and technical performance within a platform environment.
• Proven capability in cross-functional collaboration to achieve resolution and improve processes.

Role Distinction

This role is distinct from traditional reactive support or account management positions. It requires a proactive approach to identifying and resolving issues before they escalate, with a deep involvement in the operational and technical performance of the platform. The position sits at the intersection of customer experience, operations, and payments infrastructure, directly impacting partner success and revenue protection.

Success Metrics (6–12 Months)

• Achieve reduced friction, faster resolutions, and increased partner confidence in the Thunes network.
• Transition operations to a proactive model where issues are addressed before partners raise them.
• Contribute to stronger network performance by reducing recurring issues through systemic fixes and improved partner practices.
• Improve resolution times through effective cross-functional collaboration and incident management.