[Hiring] Manager, Customer Success Operations @Human Interest

Role Description

As an Operations Manager within Customer Success & Operations, you will lead a team responsible for the accurate and timely execution of financial transactions and money movements on behalf of our clients and their participants. Operations at Human Interest serves as a critical connection point between our Customer Success Team and our Product and Engineering teams.

• Act as a translator, turning frontline customer experience insights from CS into actionable input for Product.
• Ensure that product and process changes are operationalized effectively.
• Bring a strong understanding of the transaction lifecycle within a 401(k) or similar regulated financial product.
• Drive to improve, automate, and scale operations while maintaining discipline.
• Maintain focus on the real people behind every transaction.

Qualifications

• 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.
• Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs.
• Track record of leading operational improvement projects end to end.
• Proven instinct for catching errors and building controls that prevent financial losses.
• Ability to act as a cross-functional translator for customer experience insights.
• Experience building, coaching, and developing high-performing teams.
• Relentless drive to improve and scale operations through systems, automation, and innovation.
• Strong interpersonal and communication skills.
• Deep attention to detail and a personal standard of precision.

Requirements

• Ability to coach, develop, and performance-manage a team of Associates and Team Leads.
• Own and enforce quality control processes and SLA management.
• Establish and monitor KPIs, using data to inform decisions.
• Serve as an operational bridge between Customer Success and Product/Engineering.
• Identify, prioritize, and lead projects to improve and scale team processes.
• Develop and maintain SOPs and supporting materials.
• Manage escalations involving complex transaction issues.
• Understand and engage in capacity planning driven by new client onboardings.
• Other duties as assigned.

Benefits

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