[Hiring] Senior Manager, Customer Operations @Human Interest

Role Description

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.

Qualifications

• 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, setting clear expectations, managing performance, and building high-performing operational teams.
• Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs.
• Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities.
• Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change.
• High ethical standards with outstanding written and verbal communication skills tailored for executive leadership.

Requirements

• Bachelor's degree in Business, Finance, Accounting, or a related field (nice to have).
• Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations (nice to have).
• Formal certification in process improvement methodologies (Lean, Six Sigma) or continuous improvement frameworks (nice to have).
• Experience in high-growth, fast-paced fintech environments (nice to have).

Benefits

• A great 401(k) plan with a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.
• Top-of-the-line health plans, as well as dental and vision insurance.
• Competitive time off and parental leave.
• Unlimited access to digital tools, financial professionals, and a knowledge center to support financial wellness.
• Enhanced Mental Health Support for Employees and dependents.
• Fertility healthcare and family forming benefits.
• Student loan resource to help you and your family plan, borrow, and repay student debt.
• Monthly work-from-home stipend; quarterly lifestyle stipend.
• Engaging team-building experiences, ranging from virtual social events to team offsites.

Company Description

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, backed by a number of investors including Marshall Wace, Baillie Gifford, BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.