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Manager, Customer Success Operations, Terminations and Deconversions

1 hour, 12 minutes ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
JIRA Salesforce Snowflake
Apply Now
Human Interest

Human Interest

Human Interest is an affordable, full-service 401(k) and 403(b) provider that aims to simplify retirement savings for small and medium-sized businesses. They offer zero transaction fee plans, financial education, and award-winning customer service to h...

Capital Markets
251-1K
Founded 2015
$337M raised
View All Jobs 55

Description

  • Coach, develop, and manage a team of Associates and Team Leads with a focus on precision, accountability, growth, and customer empathy.
  • Own quality control processes and SLA management for the termination and deconversion lifecycle.
  • Track KPIs such as accuracy rates, processing cycle times, error trends, and customer-impacting metrics to drive improvement.
  • Manage escalations involving complex termination issues, system defects, compliance concerns, and transaction delays.
  • Serve as a bridge between Customer Success, Product/Engineering, and Compliance by translating operational insights into actionable feedback.
  • Identify, prioritize, and lead process improvement and scaling projects for terminations and deconversions.
  • Develop and maintain SOPs and supporting materials to ensure consistent operations through volume spikes and regulatory changes.
  • Oversee ticketing activity and coordination between multiple operational teams to meet SLAs.
  • Oversee financial activities related to terminations, including reconciliation, plan liquidation, cash movements, dividend processing, and audit support.
  • Partner on capacity planning and workforce planning based on client attrition, seasonal demand, and product changes.

Requirements

  • 3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment.
  • 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 downstream impacts of errors.
  • Experience designing, implementing, and managing rigorous quality control processes and tight SLAs.
  • Proven track record of leading operational improvement projects end to end, including scoping problems, building solutions, documenting SOPs, and scaling processes.
  • Experience building, coaching, and developing high-performing teams, including setting KPIs, delivering feedback, and managing performance.
  • Ability to catch errors, identify risks, and build controls that prevent financial losses.
  • Ability to act as a cross-functional translator between customer-facing teams, Product/Engineering, and operations.
  • Exceptional research, analytical, and attention-to-detail skills in a highly regulated environment.
  • Outstanding written and verbal communication skills for presenting metrics, risks, and recommendations to leadership and clients.
  • Bachelor's degree in Business, Finance, Accounting, or a related field (preferred).
  • Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations (preferred).
  • Experience with reconciliation processes and audit support in a financial services context (preferred).
  • Familiarity with workflow automation, case management systems, or Lean/Six Sigma process-improvement methodologies (preferred).
  • Advanced Excel skills (preferred).

Benefits

  • Base salary of $75,000 to $90,000 per year.
  • Additional compensation may include bonuses, commissions, and equity depending on the position.
  • Employer 401(k) plan with dollar-for-dollar match up to 4% of compensation and $0 plan fees.
  • Top-of-the-line health plans, plus dental and vision insurance.
  • Competitive time off and parental leave.
  • Monthly work-from-home stipend and quarterly lifestyle stipend.
  • Enhanced mental health support through Lyra for employees and dependents.
  • Fertility healthcare and family-forming benefits through Carrot.
  • Unlimited access to financial wellness tools and resources through Addition Wealth.

Interested in this position?

Apply directly on the company website

Apply Now

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