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Salary: USD 75,000 - 90,000 / annual
Human Interest is a high-growth fintech company on a mission to make retirement savings accessible to employees at small and medium-sized businesses across the United States. The company has raised approximately $500 million from top-tier investors including BlackRock, TPG (The Rise Fund), SoftBank, and others.
As Manager of Operations within Customer Success & Operations, you will lead a team responsible for the accurate and timely execution of financial transactions and money movements on behalf of clients and their 401(k) plan participants. This role sits at a critical intersection between the Customer Success team (which partners with employers and employees), and the Product and Engineering teams. You will act as a translator, converting frontline customer experience insights into actionable product feedback while ensuring that product and process changes are operationalized effectively for your team.
Key responsibilities include:
- Coach, develop, and performance-manage a team of Associates and Team Leads, fostering a culture of precision, accountability, and customer empathy
- Own and enforce quality control processes and SLA management to ensure financial transactions are processed with the highest accuracy; build and refine QC frameworks that catch errors and surface risks before they become losses
- Establish and monitor KPIs including accuracy rates, processing cycle times, error trends, and customer-impacting metrics; use data to inform decisions, adjust staffing, and drive continuous improvement
- Serve as an operational bridge between Customer Success and Product/Engineering by synthesizing customer insights and frontline patterns into clear, actionable feedback
- Identify, prioritize, and lead projects that develop, improve, and scale team processes; leverage systems, automation, and innovative approaches to increase throughput while maintaining lean operations
- Develop and maintain comprehensive SOPs that are thorough enough to withstand stress tests, ensuring consistent and resilient operations through volume spikes, personnel changes, and regulatory shifts
- Partner closely with peer Operations managers to understand cross-team dependencies, share best practices, and align on standards
- Manage escalations involving complex transaction issues, compliance concerns, or system defects, guiding resolution through root-cause analysis and cross-functional collaboration
- Engage in capacity planning driven by new client onboardings, seasonal peaks, and product changes; partner with senior leadership on workforce planning
The CS Operations organization sits at the heart of Human Interest's mission. Teams ensure high-value financial transactions for thousands of participants daily are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements. The environment is highly regulated where errors carry real and substantial financial risk, so precision is non-negotiable. The organization values accuracy, innovation, and a deep sense of responsibility to the people whose financial futures depend on the work.
REQUIREMENTS:
- 3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment, preferably in retirement plan services, wealth management, banking, payments, or closely related financial services domain
- Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product, including types of transactions, regulatory requirements, and downstream impacts of errors
- Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs, balancing speed with accuracy in a high-stakes environment
- Track record of leading operational improvement projects end to end: scoping problems, building solutions, documenting processes in durable SOPs, and scaling what works
- Proven instinct for catching errors, spotting potential risks, and building controls that prevent financial losses before they occur
- Ability to act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teams
- Experience building, coaching, and developing high-performing teams, including setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindset
- Relentless drive to improve and scale operations through systems, automation, and innovation while maintaining lean staffing models
- Strong interpersonal and communication skills (written and verbal) with ability to present operational metrics, risks, and improvement proposals to senior leadership
- Deep attention to detail and personal standard of precision appropriate to an environment where financial risks and regulatory consequences are real and substantial
NICE TO HAVE:
- Bachelor's degree in Business, Finance, Accounting, or related field
- Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations
- Experience with reconciliation processes and audit support in a financial services context
- Familiarity with workflow automation, case management systems, or process-improvement methodologies (Lean, Six Sigma)
