Premium Services Manager

About Thunes

Thunes operates a proprietary Direct Global Network enabling 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, as well as 15 billion cards via more than 220 payment methods. Thunes' network is designed for worldwide reach, supported by its in-house SmartX Treasury System and Fortress Compliance Platform, aiming to provide speed, control, visibility, protection, and cost efficiencies for global real-time payments. Thunes serves clients including gig economy platforms, super-apps, MTOs, fintechs, PSPs, and banks. Headquartered in Singapore, Thunes maintains offices in 15 locations globally, including Riyadh, Saudi Arabia.

About the Role

The Premium Services Manager position is within the Member Experience (MX) team at Thunes, located in Riyadh, Saudi Arabia. This full-time role is responsible for delivering a high-touch operational experience to a portfolio of strategic partners. The primary objective is to protect revenue, reduce operational friction, and ensure reliability across high-volume transaction flows. This role is proactive, focusing on real-time monitoring of partner performance, identifying risks, and resolving complex operational and technical issues before they escalate. The Premium Services Manager acts as a dedicated extension of partner teams, supporting their scaling on the Thunes network.

Key Responsibilities

• Manage the end-to-end operational experience for a portfolio of high-value partners.
• Serve as the primary operational point of contact, providing a tailored engagement model beyond standard support channels.
• Monitor transaction flows and corridor performance to detect anomalies, failures, and inefficiencies in real time.
• Provide early visibility to partners regarding potential disruptions to minimize customer impact.
• Take ownership of critical incidents and escalations, driving resolution across internal teams.
• Coordinate with NOC, Product, Engineering, and Compliance to resolve complex issues efficiently.
• Act as an operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements.
• Support partners in scaling, including onboarding new corridors and improving transaction quality.
• Analyze transaction data, QoS metrics, and failure trends to identify systemic issues.
• Collaborate with internal teams to implement long-term fixes, reduce manual interventions, and improve success rates.
• Define and track key operational and quality metrics for assigned partners.
• Deliver clear, actionable insights through regular reporting to partners and internal stakeholders.

Candidate Profile

The ideal candidate will demonstrate a strong sense of ownership, taking end-to-end accountability for partner outcomes and issue resolution. A proactive mindset is essential to anticipate problems and address them before they impact customers. Candidates should exhibit structured thinking to break down complex issues into actionable steps and maintain calm under pressure when handling high-impact situations. The role requires an execution-focused approach, balancing speed and quality to deliver results in a fast-paced environment.

Qualifications and Experience

• 5-10 years of relevant professional experience.
• Experience in a role that involves proactive issue identification and resolution, rather than reactive support.
• Demonstrated involvement in the operational and technical performance of payment platforms.
• Background at the intersection of customer experience, operations, and payments infrastructure.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role operates within the Member Experience (MX) team, focusing on strategic partners. It requires deep involvement in the operational and technical performance of the platform, directly impacting partner success and revenue protection.