Senior Manager, Customer Operations

The role

You will lead a multi-team organization of Operations Managers responsible for money movement flows. You will translate organizational strategy into operational plans and mentor direct-report managers.

What you will do

• Coach and develop Operations Managers.
• Translate company strategy into departmental goals.
• Own high-level metrics for SLA adherence, quality, accuracy, and cycle times.
• Build collaborative relationships with Product, Data, Legal, and Sales leaders.
• Maintain a rigorous control environment to mitigate operational risks.
• Lead root cause analyses on operational trends and complex escalations.
• Drive workflow automation, process standardization, and system enhancements.
• Lead teams through change with clear communication.
• Other duties as assigned.

Required qualifications

• 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 and building high-performing teams.
• Ability to leverage complex data reports, staffing models, and SLA metrics.
• Ability to partner with cross-functional leadership.
• Experience designing end-to-end operational improvements and scaling processes.
• High ethical standards with outstanding written and verbal communication skills.

Nice to have

• Bachelor's degree in Business, Finance, Accounting, or a related field.
• Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations.
• Formal certification in process improvement methodologies (Lean, Six Sigma) or continuous improvement frameworks.
• Experience in high-growth, fast-paced fintech environments.

Benefits

• 401(k) plan with dollar-for-dollar employer match up to 4% (immediately vested).
• Top-of-the-line health plans, dental, and vision insurance.
• Competitive time off and parental leave.
• Unlimited access to digital tools, financial professionals, and a knowledge center for equity and financial wellness.
• Enhanced Mental Health Support via Lyra.
• Fertility healthcare and family forming benefits via Carrot.
• Student loan resource via Candidly.
• Monthly work-from-home stipend.
• Quarterly lifestyle stipend.
• Team-building experiences including virtual social events and team offsites.

About the company

Human Interest is a high-growth fintech company on a mission to ensure people in all lines of work have access to retirement benefits. They make it affordable and accessible for small and medium-sized businesses to offer retirement savings.