Senior Customer Service Manager

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. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more. About the role 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. About the team The CS Operations organization sits at the heart of Human Interest's mission to make retirement savings accessible. Our teams ensure high-value financial transactions for thousands of participants every day are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements. We operate in a highly regulated environment where errors carry real and substantial financial risk, so precision is non-negotiable. We maintain data integrity through rigorous review, quality control, and escalation protocols, and we collaborate closely with Customer Success, Engineering, Product, and Compliance to optimize workflows, surface operational insights, and continuously improve the customer experience. We partner tightly with peer teams across Operations to share best practices, understand shared challenges, and strengthen Operations as a whole. What you get to do every day 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. What you bring to the role Experience: 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 2+ years specifically managing other People Managers/Leaders. Domain Expertise: Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment. Leadership Development: Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams. Data-Driven Decision Making: Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs. Cross-Functional Influence: Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities. Change & Process Management: Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change. Communication & Integrity: High ethical standards with outstanding written and verbal communication skills tailored for executive leadership. Nice to have 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. Where you will work Located in our Lindon, Utah office (Monday-Thursday) with the flexibility to work remotely on Fridays Standard Monday-Friday work schedule with no weekends or evenings This is a full time position 40 hours a week Why you will love working at Human Interest Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success. Join Human Interest and make a lasting impact by shaping the future of retirement. Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. Customer obsession : We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile. Long-Term Orientation : We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future. Autonomous and Accountable Teams : We trust our team members to take ownership and make smart decisions. We empower you to be your best self! An Escalating Bar for Talent and Performance : We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement. Fundamental Optimism : We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness. Compensation At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $125,000 - $150,000and represents the minimum in our lowest geographic region to a maximumin our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment. Benefits A great 401(k) plan: Our own! Our 401(k) includes 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 Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness Lyra: Enhanced Mental Health Support for Employees and dependents Carrot: Fertility healthcare and family forming benefits Candidly: 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, promoting collaboration and camaraderie. We're a great place to work (but don't take our word for it) Here’s a list of our awards and accolades: Certified as a Great Place To Work® (2023-2025) Fortune Best Place to Work in the Bay Area (2024) Best Places to Work by Built In (2023-2024) America’s Best Startup Employers by Forbes (2020-2022, 2024) A Top Company by Y Combinator (2020-2023) Inc. Fastest Growing Companies (2021) Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement. We comply with CCPA guidelines. 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