Manager, Customer Success Operations

Human Interest is a high-growth fintech company dedicated to making retirement benefits accessible to all workers. The Operations Manager will lead a team focused on executing financial transactions accurately and timely, acting as a bridge between Customer Success and Product/Engineering teams to enhance operational efficiency and customer experience.

Responsibilities:

• Coach, develop, and performance-manage a team of Associates and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy
• Own and enforce quality control processes and SLA management, ensuring financial transactions are processed with the highest accuracy at the speed the business requires; build and refine QC frameworks that catch errors and surface potential risks before they become losses
• Establish and monitor KPIs—including accuracy rates, processing cycle times, error trends, and customer-impacting metrics—using data to inform decisions, adjust staffing, and drive continuous improvement
• Serve as an operational bridge between Customer Success and Product/Engineering: synthesize customer experience insights and frontline patterns into clear, actionable feedback that shapes product priorities and process design
• Identify, prioritize, and lead projects that develop, improve, and scale team processes; leverage systems, automation, and innovative approaches to increase throughput while maintaining a lean operational footprint
• Develop and meticulously maintain SOPs and supporting materials that are thorough enough to withstand stress tests—ensuring the team can operate consistently and resiliently through volume spikes, personnel changes, and regulatory shifts
• Partner closely with peer Operations managers to understand cross-team dependencies, share best practices, align on standards, and support Operations as a unified organization
• Manage escalations involving complex transaction issues, compliance concerns, or system defects, guiding resolution through root-cause analysis and cross-functional collaboration
• Understand and engage fully on capacity planning driven by new client onboardings, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness
• Other duties as assigned

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 a closely related financial services domain
• Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product—including the 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
• A 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
• A 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 the ability to present operational metrics, risks, and improvement proposals to senior leadership
• Deep attention to detail and a personal standard of precision appropriate to an environment where financial risks and regulatory consequences are real and substantial
• Bachelor's degree in Business, Finance, Accounting, or a 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)