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Manager, Operations

1 hour, 39 minutes ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
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 50

Description

  • Coach, develop, and performance-manage a team of Associates and Team Leads.
  • Own and enforce quality control processes and SLA management for financial transactions.
  • Establish and monitor KPIs such as accuracy rates, cycle times, error trends, and customer-impacting metrics.
  • Act as a bridge between Customer Success and Product/Engineering by translating frontline insights into actionable feedback.
  • Identify, prioritize, and lead projects to improve, automate, and scale team processes.
  • Develop and maintain durable SOPs and supporting materials that can withstand volume spikes, staffing changes, and regulatory shifts.
  • Partner with peer Operations managers to share best practices, align standards, and strengthen cross-team operations.
  • Manage escalations involving complex transaction issues, compliance concerns, and system defects.
  • Support capacity planning, workforce planning, staffing readiness, and training for client onboarding and seasonal demand.

Requirements

  • 3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment.
  • Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product.
  • Experience in retirement plan services, wealth management, banking, payments, or a related financial services domain is preferred.
  • Demonstrated ability to design, implement, and manage quality control processes and tight SLAs.
  • Track record of leading operational improvement projects end to end, including scoping, solutioning, documentation, and scaling.
  • Ability to translate customer experience insights for Product and Engineering and operationalize technical changes for frontline teams.
  • Experience building, coaching, and developing high-performing teams, including KPI setting, feedback, and performance management.
  • Strong interpersonal and communication skills, including presenting metrics, risks, and improvement proposals to senior leadership.
  • Bachelor's degree in Business, Finance, Accounting, or a related field is preferred.
  • Direct experience with 401(k) recordkeeping platforms, retirement plan administration, payroll integrations, reconciliation, audit support, workflow automation, case management systems, or Lean/Six Sigma methodologies is preferred.

Benefits

  • Base salary range of $75,000 to $90,000, with additional compensation components such as bonuses, commissions, and equity possible depending on the position.
  • Dollar-for-dollar employer match up to 4% of compensation in Human Interest’s 401(k) plan, with immediate vesting and $0 plan fees.
  • Top-of-the-line health plans, plus dental and vision insurance.
  • Competitive time off and parental leave.
  • Unlimited access to financial wellness tools and professionals through Addition Wealth.
  • Enhanced mental health support for employees and dependents through Lyra.
  • Fertility healthcare and family-forming benefits through Carrot.
  • Student loan planning and repayment support through Candidly.
  • Monthly work-from-home stipend and quarterly lifestyle stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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