Human Interest
fintech
Manager,CustomerSuccessOperations,TerminationsandDeconversions
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Success Operations, Terminations and Deconversions at Human Interest. Skills: people-management, operational experience with 401(k) plan terminations, deconversions, or mergers, quality control processes, operational improvement projects, team building and coaching, risk management, cross-functional translation, analytical skills, communication skills. partner with senior leadership on workforce planning to ensure staffing and training readiness. Deliver best-in-class client ex”
What You'll Achieve.
ensure staffing and training readiness; Deliver best-in-class client experience; manage rigorous quality control processes and tight SLAs, balancing speed with accuracy; scaling what works; cultivating a customer-first mindset; prevent financial losses before they occur; operationalizing technical changes for frontline teams
Industry & Context.
Exceptional research, analytical skills; Proven instinct for catching errors, spotting potential risks, and building controls that prevent financial losses before they occur; scoping problems, building solutions
What They're Looking For.
Must Have
3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment, Direct operational experience with 401(k) plan terminations, deconversions, or mergers is highly required, understanding of the transaction lifecycle within a 401(k) or comparable financial product, including the downstream impacts of errors, Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs, balancing speed with accuracy in a high-stakes environment, A track record of leading operational improvement projects end to end: scoping problems, building solutions, documenting durable SOPs, and scaling what works, Experience building, coaching, and developing high-performing teams—including setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindset, Proven instinct for catching errors, spotting potential risks, and building controls that prevent financial losses before they occur, Ability to act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teams, Exceptional research, analytical skills, and attention to detail appropriate for an environment where financial risks and regulatory consequences are real and substantial, Outstanding written and verbal communication skills
Nice to Have
Bachelor's degree in Business, Finance, Accounting, or a related field, Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations, Experience with reconciliation processes and audit support in a financial services context, Familiarity with workflow automation, case management systems, or process-improvement methodologies (Lean, Six Sigma), Advanced Excel skills
What You'll Do.
partner with senior leadership on workforce planning to ensure staffing and training readiness
Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status
required documentation
and follow-up questions
process financial transactions or money movements in a regulated environment
manage rigorous quality control processes and tight SLAs
lead operational improvement projects end to end: scoping problems
documenting durable SOPs
and scaling what works
and develop high-performing teams—including setting KPIs
and cultivating a customer-first mindset
and build controls that prevent financial losses before they occur
act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teams
present operational metrics
and improvement proposals to senior leadership
communicate complex termination issues to clients
How You'll Work.
Team & Collaboration
partner with senior leadership on workforce planning; guidance on the team’s regular interactions with plan sponsors and recordkeepers; act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teams; present operational metrics, risks, and improvement proposals to senior leadership
Communication Scope
Outstanding written and verbal communication skills; ability to present operational metrics, risks, and improvement proposals to senior leadership; communicate complex termination issues to clients
Process & Methodology
leading operational improvement projects end to end: scoping problems, building solutions, documenting durable SOPs, and scaling what works
Full Job 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. 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 an Operations Manager within Customer Success partner with senior leadership on workforce planning to ensure staffing and training readiness. Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status, required documentation, and follow-up questions. Other duties as assigned. What you bring to the role 3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment, preferably in retirement plan services or wealth management. Direct operational experience with 401(k) plan terminations, deconversions, or mergers is highly required. Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product, including the downstream impacts of errors. Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs, balancing speed with accuracy in a high-stakes environment. A track record of leading operational improvement projects end to end: scoping problems, building solutions, documenting durable SOPs, and scaling what works. Experience building, coach
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