Manager, Strategic Resolutions

2 hours, 50 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Design and run quality-review frameworks to audit customer response execution and catch process deviations early.
  • Analyze account data, system alerts, and communication logs to identify and mitigate operational risks.
  • Partner with Customer Success and Operations enablement teams to turn audit findings into coaching, training, and guardrails.
  • Lead, mentor, and scale a team of technical experts and resolution specialists handling complex incidents and de-escalations.
  • Serve as the senior escalation point for high-impact customer cases and negotiate effective resolutions.
  • Maintain accountability for timely, compliant, and effective issue resolution across the team.
  • Partner with Product, Engineering, Operations, and Legal to investigate root causes and drive structural fixes.
  • Hold cross-functional teams accountable for delivery timelines, engineering fixes, and customer commitments.
  • Lead post-mortem analyses and produce clear documentation and improvement roadmaps.
  • Track escalation trends and operational bottlenecks using data and reporting tools, and continuously optimize CRM workflows such as Salesforce.

Requirements

  • 3+ years of experience directly managing and leading teams in a high-volume environment.
  • Proven experience designing or executing quality assurance, compliance auditing, or predictive risk mitigation workflows.
  • Experience handling high-stakes, high-pressure situations and de-escalating tense multi-party conflicts.
  • Strong end-to-end project management skills with the ability to define goals and drive initiatives to completion.
  • Exceptional written, verbal, and assertive communication skills.
  • High technical and analytical aptitude to diagnose systemic root causes of operational failures.
  • Nice to have: experience in FinTech, 401(k) regulations, ERISA compliance, or retirement platform recordkeeping.
  • Nice to have: advanced proficiency with Salesforce or similar customer relationship and workflow management software.
  • Nice to have: experience drafting executive incident briefs, post-mortems, and internal knowledge base documentation.

Benefits

  • Base salary of $90,000-$115,000 annually.
  • Additional compensation may include bonuses, commissions, and equity.
  • Dollar-for-dollar 401(k) employer match up to 4% of compensation, immediately vested, with $0 plan fees.
  • Top-of-the-line health, dental, and vision insurance.
  • Competitive time off and parental leave.
  • Mental health support through Lyra for employees and dependents.
  • Fertility and family-forming benefits through Carrot.
  • 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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