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Human Interest is a high-growth fintech company on a mission to make retirement benefits accessible to all working Americans. The company provides affordable, compliant 401(k) solutions for small and medium-sized businesses, backed by major investors including BlackRock, SoftBank, and TPG.
As Senior Manager of Customer Operations, you will lead a multi-team organization of Operations Managers responsible for accurate, compliant, and timely execution of money movement flows for thousands of clients and participants daily. Reporting to the Senior Director of Operations, you translate organizational strategy into actionable operational plans while driving a culture of continuous improvement, risk mitigation, and client-centric execution.
Key responsibilities include:
• Coach and develop multiple Operations Managers, establishing high performance standards and building leadership bench strength
• Translate company strategy into departmental goals across multiple money movement flows
• Own high-level metrics for SLA adherence, quality, accuracy, and cycle times; use data and capacity modeling to optimize throughput
• Build collaborative relationships with leaders across Customer Success, Product, Data, Legal, and Sales
• Maintain rigorous control environment across transaction lifecycles, proactively identifying and mitigating operational risks
• Lead root cause analyses on operational trends and complex escalations to implement structural fixes
• Drive process optimization and innovation to scale high-volume transaction operations
The CS Operations organization sits at the heart of Human Interest's mission. Teams ensure financial transactions are handled seamlessly while maintaining strict compliance with regulatory requirements. This is a highly regulated environment where precision is non-negotiable and errors carry real financial risk. You will partner closely with cross-functional teams to optimize workflows, surface operational insights, and continuously improve customer experience.
