Senior Manager, Customer Operations
Human InterestRetirement Planning company
United States$125,000 - $150,000Manager
BlackRock
SoftBank Vision Fund 2
TPG
Baillie Gifford
Glynn Capital
NewView Capital
Operations & Strategy
About the role
TL;DR
Lead customer operations managers, ensuring accurate and compliant money movement.
- •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.
- •You will translate high-level organizational strategy into actionable operational plans, driving a culture of continuous improvement, strict risk mitigation, and client-centric execution.
- •Key Responsibilities Directly manage, mentor, and build leadership bench strength across multiple Operations Managers.
- •Own high-level metrics for SLA adherence, quality, accuracy, and cycle times.
- •Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales.
- •Maintain a rigorous control environment across all transaction lifecycles.
- •Drive a culture of innovation by identifying and scaling opportunities for workflow automation.
- •Requirements 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 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 and staffing models to drive strategy.
- •Exceptional ability to partner with cross-functional leadership to align on shared goals.
Required skills
Risk ManagementCompliance ManagementCross-functional LeadershipPythonJavaScriptSQLAWSCI/CD
Domain expertise
fintech
Benefits & perks
401(k) plan with employer match, Health insurance, Dental insurance, Vision insurance, Competitive time off, Parental leave, Equity, Mental health support, Fertility benefits, Student loan resource, Work-from-home stipend, Lifestyle stipend, Team-building events
Tech stack
PythonJavaScriptSQLAWSGoogle CloudAzureDockerKubernetesCI/CDGitLinuxJiraConfluenceExcelPowerPoint