Senior Manager, Customer Operations

About this role

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

About the role

As a Senior Manager of Operations within Customer Success & Operations, you will lead a multi-team organization of Operations Managers responsible for the accurate, compliant, and timely execution of multiple money movement flows on behalf of our clients and their participants. Reporting directly to the Senior Director of Operations, you will translate high-level organizational strategy into actionable operational plans, driving a culture of continuous improvement, strict risk mitigation, and client-centric execution.

In this role, you will serve as a critical strategic link between frontline operations and cross-functional leadership—including Product, Engineering, Data, Legal, and Sales/Onboarding. You will mentor and develop direct-report managers, scale high-volume transaction operations, and leverage data-driven insights to elevate customer experiences while maintaining a lean operational footprint.

About the team

The CS Operations organization sits at the heart of Human Interest's mission to make retirement savings accessible. Our teams ensure high-value financial transactions for thousands of participants every day are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements. We operate in a highly regulated environment where errors carry real and substantial financial risk, so precision is non-negotiable. We maintain data integrity through rigorous review, quality control, and escalation protocols, and we collaborate closely with Customer Success, Engineering, Product, and Compliance to optimize workflows, surface operational insights, and continuously improve the customer experience. We partner tightly with peer teams across Operations to share best practices, understand shared challenges, and strengthen Operations as a whole.

What you get to do every day

• Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent.

• Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness.

• Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams.

• Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes.

• Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape.

• Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes.

• Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint.

• Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders.

• Other duties as assigned.

What you bring to the role

• Experience: 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 2+ years specifically managing other People Managers/Leaders.

• Domain Expertise: Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment.

• Leadership Development: Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams.

• Data-Driven Decision Making: Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs.

• Cross-Functional Influence: Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities.

• Change & Process Management: Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change.

• Communication & Integrity: High ethical standards with outstanding written and verbal communication skills tailored for executive leadership

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