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Salary: USD 125,000 - 150,000 / annual
Human Interest is a high-growth fintech company on a mission to make retirement savings 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, TPG, and SoftBank.
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 on behalf of clients and their participants. Reporting to the Senior Director of Operations, you will translate organizational strategy into actionable operational plans while driving a culture of continuous improvement, risk mitigation, and client-centric execution.
You will serve as a strategic link between frontline operations and cross-functional leadership (Product, Engineering, Data, Legal, Sales). Key responsibilities include:
• Directly manage, mentor, 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 drive continuous improvement
• Build collaborative relationships with cross-functional leaders to align on shared goals and operationalize technical and regulatory changes
• 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 long-term structural fixes
• Drive process optimization and automation opportunities to maintain lean operational footprint
• Lead teams through organizational change with clarity and transparent communication
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, with every dollar landing in the right place, on time, and in full compliance with regulatory requirements. The environment is highly regulated where errors carry real financial risk, so precision is non-negotiable.
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 and building high-performing operational teams
• Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy
• Exceptional ability to partner with cross-functional leadership to align on shared goals
• 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 related field
• Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations
• Formal certification in process improvement methodologies (Lean, Six Sigma)
• Experience in high-growth, fast-paced fintech environments
