Senior Manager, Customer Operations

🕒 Julho 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $125.000 - $150.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Human Interest

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2015

💸 Finanças

💳 Fintech

💰 $200.000.000 Series D em 2021-08

Finance • Fintech

A Human Interest é uma empresa que oferece planos de aposentadoria 401(k) e 403(b) acessíveis e completos, com foco principalmente em pequenas e médias empresas. Fundada em 2015, seu objetivo é simplificar o processo de planejamento de aposentadoria por meio de integrações de folha de pagamento com mais de 500 sistemas de folha de pagamento líderes. A empresa enfatiza fundos de baixo custo e zero taxas de transação, oferecendo soluções de aposentadoria personalizáveis para atender às diversas necessidades de empregadores e seus funcionários. A Human Interest também oferece serviços de consultoria em investimentos por meio de sua subsidiária, Human Interest Advisors LLC. Seu objetivo é tornar os benefícios de aposentadoria acessíveis a empresas de vários tamanhos, promovendo o bem-estar financeiro e a satisfação dos funcionários.

Descrição

• Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent. • Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness. • Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams. • Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes. • Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape. • Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes. • Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint. • Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders. • Other duties as assigned.

🎯 Requisitos

• Experience: 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 2+ years specifically managing other People Managers/Leaders. • Domain Expertise: Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment. • Leadership Development: Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams. • Data-Driven Decision Making: Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs. • Cross-Functional Influence: Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities. • Change & Process Management: Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change. • Communication & Integrity: High ethical standards with outstanding written and verbal communication skills tailored for executive leadership.

🏖️ Benefícios

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees • Top-of-the-line health plans, as well as dental and vision insurance • Competitive time off and parental leave • Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness • Lyra: Enhanced Mental Health Support for Employees and dependents • Carrot: Fertility healthcare and family forming benefits • Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt • Monthly work-from-home stipend; quarterly lifestyle stipend • Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.