Senior Manager, Customer Operations

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Human Interest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

💸 Finance

💳 Fintech

💰 $200M Series D on 2021-08

Finance • Fintech

Human Interest is a company that provides affordable and full-service 401(k) and 403(b) retirement plans, primarily targeting small and medium-sized businesses. Founded in 2015, they aim to streamline the retirement planning process through seamless payroll integrations with over 500 leading payroll systems. The company emphasizes low-cost funds and zero transaction fees, and offers customizable retirement solutions to meet the diverse needs of employers and their employees. Human Interest also provides investment advisory services through its subsidiary, Human Interest Advisors LLC. Their goal is to make retirement benefits accessible to businesses of varying sizes, enhancing employee financial wellness and satisfaction.

📋 Description

• Lead a multi-team organization of Operations Managers responsible for accurate, compliant, and timely execution of money movement flows • Translate organizational strategy into actionable operational plans • Drive continuous improvement, risk mitigation, and client-centric execution • Mentor and develop direct-report managers and build leadership bench strength • Set performance standards and hold leaders accountable to KPIs • Own metrics for SLA adherence, quality, accuracy, and cycle times • Use data, capacity modeling, and optimization reports to improve throughput and set goals • Partner with leaders in Customer Success and Operations, Product, Data, Legal, and Sales • Channel frontline customer insights to shape product roadmaps and operationalize technical and regulatory changes • Maintain controls across transaction lifecycles and mitigate operational risks • Lead root-cause analyses and implement structural fixes • Drive workflow automation, process standardization, and system enhancements • Lead teams through change and provide reporting to executive leadership and internal stakeholders • Perform other duties as assigned

🎯 Requirements

• 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking • 2+ years specifically managing other People Managers/Leaders • Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment • Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams • Ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs • Ability to partner with cross-functional leadership across Product, Engineering, Legal, and Customer Success • Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change • High ethical standards and outstanding written and verbal communication skills tailored for executive leadership • Bachelor's degree in Business, Finance, Accounting, or a related field (nice to have) • Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations (nice to have) • Formal certification in Lean, Six Sigma, or continuous improvement frameworks (nice to have) • Experience in high-growth, fast-paced fintech environments (nice to have)

🏖️ Benefits

• Dollar-for-dollar 401(k) employer match up to 4% of compensation, immediately vested, with $0 plan fees • Health insurance • Dental insurance • Vision insurance • Competitive time off • Parental leave • Unlimited access to Addition Wealth digital tools, financial professionals, and knowledge center • Lyra enhanced mental health support for employees and dependents • Carrot fertility healthcare and family-forming benefits • Candidly student loan resources • Monthly work-from-home stipend • Quarterly lifestyle stipend • Team-building experiences, virtual social events, and team offsites