Manager, Customer Success Operations, Terminations and Deconversions

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. The Operations Manager will lead a team responsible for the accurate transition of clients' 401(k) plans, ensuring compliance and quality control throughout the process.

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 specifically for the termination and deconversion lifecycle, ensuring business tasks are processed with the highest accuracy
• Establish and monitor KPIs—including accuracy rates, processing cycle times for deconversions, error trends, and customer-impacting metrics—using data to inform decisions and drive continuous improvement
• Manage escalations involving complex termination issues, system defects, compliance concerns (e.g., final 5500 filings, testing), and delays in transactions/reports
• Serve as an operational bridge between Customer Success, Product/Engineering, and Compliance: synthesize customer experience insights and process patterns into clear, actionable feedback that shapes product priorities and process design
• Identify, prioritize, and lead projects that develop, improve, and scale team processes for terminations and deconversions, leveraging systems (SalesForce, Jira, Snowflake, HEX) and automation
• Develop and meticulously maintain SOPs and supporting materials that are thorough enough to ensure the team can operate consistently and resiliently through volume spikes and regulatory shifts
• Oversee the team’s core work, including the creation and monitoring of ticketing activity between multiple operational teams to meet SLAs
• Oversee key financial activities related to terminations, including reconciliation to capture cash/fund imbalances, plan liquidation, cash movements, processing dividends, and plan audit activities
• Understand and engage fully on capacity planning driven by client attrition volume, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness
• Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status, required documentation, and follow-up questions
• 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 or wealth management
• Direct operational experience with 401(k) plan terminations, deconversions, or mergers is highly required
• Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product, including the 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 durable SOPs, and scaling what works
• Experience building, coaching, and developing high-performing teams—including setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindset
• 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
• Exceptional research, analytical skills, and attention to detail appropriate for an environment where financial risks and regulatory consequences are real and substantial
• Outstanding written and verbal communication skills, with the ability to present operational metrics, risks, and improvement proposals to senior leadership and communicate complex termination issues to clients
• 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)
• Advanced Excel skills