Senior Manager, Customer Operations

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.