Senior Manager, Customer Operations

Human Interest is hiring a Senior Manager to lead operations teams responsible for accurate, compliant, and timely money movement on behalf of clients and participants. The role translates organizational strategy into operational plans, develops Operations Managers, manages risk and performance, and partners with cross-functional teams to improve customer experience and scale transaction operations.

Responsibilities:

• Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent
• Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness
• Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams
• Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes
• Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape
• Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes
• Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint
• Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders
• Other duties as assigned

Requirements:

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