Human Interest

Analyst

• Create daily, weekly, and monthly forecasts of expected workload volumes.
• Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task.
• Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc.
• Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership.
• Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs.
• Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities.
• Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively.
• Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing.
• Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand.
• Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics.
• Drive Customer Success SLA attainment to meet company objectives.
• Organize and execute shift bidding.

Intraday Workforce Analyst

Manager

• Utilize deep operational and industry expertise to design and execute comprehensive quality-review frameworks, auditing the organization’s customer response execution to catch process deviations early.
• Proactively analyze account data, system-generated alerts, and communication logs to isolate, track, and patch operational risks before they escalate into client-facing issues.
• Partner with Customer Success and Operations enablement teams to translate quality audit findings into immediate coaching loops, training programs, and systemic guardrails.
• Lead, mentor, and scale an agile team of experienced individual contributors specializing in complex incident resolution and high-pressure customer de-escalations.
• Serve as the senior point of escalation for high-impact, sensitive cases, utilizing assertive communication and negotiation skills to find common ground between client expectations and business constraints.
• Maintain a rigorous hold-accountability framework, ensuring the team acts with high autonomy to deliver timely, effective, and compliant resolutions.
• Partner dynamically with internal stakeholders across Product, Engineering, Operations, and Legal to investigate the root causes of systemic failures and push long-term structural solutions.
• Hold cross-functional teams accountable to delivery timelines, engineering fixes, and customer commitments during complex operational cleanups.
• Lead comprehensive post-mortem analyses following major incidents, translating technical breakdowns into clear, professional documentation and actionable improvement roadmaps.
• Utilize data and reporting suites to track escalation trends, identify operational bottlenecks, and make high-level business decisions regarding resource allocation and process mechanics.
• Formulate and enforce strict documentation standards, ensuring all actions, event timelines, and resolutions are precisely archived for auditability and compliance.
• Continuous optimization of workflows within CRM platforms (e.g., Salesforce) to streamline communication, reduce resolution cycle times, and maximize team SLA adherence.
• Coach, develop, and performance-manage a team of experienced individual contributors and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy.

Manager, Strategic Resolutions

Compliance

• Works directly with prospective clients to ensure plan design features match our product capabilities to increase launch rates
• Research conversion plan documents and identify issues and mitigate risks with product limitations
• Draft and review Benefits Analysis prior to Sales Activitiation Specialist/Plan Sponsor discussion
• Audit Benefit Analysis, plan document and system setup prior to plan launch
• Review systems and plan documents for accuracy
• Research and respond to a high volume of requests for resolution of compliance issues and problems presented by internal sales and onboarding employees in order to assist with closing leads
• Work closely with Sales Activitiation Specialist to ensure accuracy before plan launches.

Compliance QC Specialist

Account Executive

• Work full cycle deals from demo complete to close.
• Research and target companies using prospecting tools.
• Build and manage a pipeline.
• Learn and demonstrate our platform to new prospective customers.
• Negotiate contracts
• Record and document all sales activities in Salesforce.com.
• Successfully utilize all sales tech tools.

Associate

• Ensure all data is carefully reviewed for accuracy, identifying and escalating discrepancies to maintain accurate and compliant customer accounts.
• Consistently and promptly process participant distributions, meeting deadlines and ensuring distributions are correctly applied without delays.
• Proactively identify and resolve discrepancies, ensuring high-quality, consistent data for reporting and operational purposes.
• Facilitate smooth communication between teams to quickly resolve customer inquiries, while contributing ideas to streamline workflows and enhance operational efficiency.
• Develop proficiency in the company's operational processes, becoming a trusted resource for day-to-day support and offering insights for process improvement.
• Contribute to the successful completion of key projects by delivering tasks on time, supporting project leads, and maintaining high-quality standards in all deliverables.

401k Benefits Processing Associate

IT Support

• Diagnose, investigate and resolve technical incidents and problems. This role is the primary point of escalation for our IT Support team
• Provide Tier 2/3 support and procurement for internally used applications
• Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others
• Architect systems, user flows and solutions as needs arise.

Senior IT Systems Specialist

Engineering Manager

• Utilize your leadership experience to build and develop a high-performing and engaged team while also promoting a safe environment for people to experiment, learn, and grow.
• Drive the team's adoption of AI-powered development tools to the leading edge.
• Set the vision for and guide the team towards creation of our AI platform.
• Ensure there is a clear shared vision for the Shared Services platform within the team, and a roadmap for how to get there.
• Leverage your engineering experience to mentor engineers to build quality software, and partner with Staff engineers on durable platform decisions.
• Work closely with your cross-functional teams — Product, TPM, Information Security, and consuming engineering teams.
• Ensure our shared services are delivered with high quality by monitoring and improving customer-perceived reliability, performance, and developer experience.
• Drive adoption of shared platform capabilities across HI engineering, partnering with consumer teams to onboard them and incorporate their feedback.
• Make intelligent trade-offs while balancing, communicating, and prioritizing the needs of your team, your platform consumers, and the business as a whole.
• Establish and embody necessary processes and practices that enable the team to successfully develop, support, and maintain our solutions, including on-call hygiene and incident response.
• Attract, recruit, and retain motivated and engaged engineers, building on and complementing the diversity of our teams.

Engineering Manager – Shared Services

Account Manager

• Utilize modern data scraping, mining methodologies, and advanced prospecting tech stack tools to uncover net-new CPA and Accountant firms across unengaged geographic territories.
• Maintain an impeccable sales funnel that is predictable and flowing smoothly through each stage, setting and facilitating meetings to consistently generate high-quality leads.
• Design, execute, and iterate on high-volume cold outreach and nurture campaigns to bring the disruptive Human Interest partnership story to key accounting stakeholders for the first time.
• Elevate "First Contact to Lead Speed," ensuring rapid transformation of cold data into highly engaged, active referral accounts.
• Train partners on Partner Connect, our industry-leading product specifically designed for CPAs and accountants.
• Build, mature, and amplify net-new referral relationships with CPAs and Accountants, demonstrating how a modern, automated 401(k) platform adds immense strategic value to their advisory practices and their clients.
• Position Human Interest competitively against stagnant legacy options, educating partners on exactly how we are best positioned to partner with them today and support their growth into the future.
• Drive predictable pipeline throughput and meet or exceed core metrics, including: Bookings / ACV, Net New Partnerships, Lead Volume, and Meetings Set & Attended.
• Efficiently scale, nurture, and manage an extensive portfolio of active partner accounts when fully ramped, keeping engagement high through structured digital touchpoints.
• Maintain meticulous, trackable, and detailed records of all sales cycles, touchpoints, and account milestones within Salesforce and Outreach.
• Collaborate cross-functionally with Partner Marketing, Inside Leadership, Product, and Legal to optimize targeted messaging and scale demand-generation activities (webinars, educational co-branded materials, etc.).

Partner Account Manager

• Manage an individual caseload of terminating and deconverting plans in SalesForce and Jira
• Create and monitor ticketing activity between multiple operational teams, ensuring SLAs are met
• Deliver best-in-class client experience through regular interactions with plan sponsors and recordkeepers
• Ensuring all documentation related to plan termination/deconversion is in good order, verifying last payroll and blackout dates
• Partnering with internal teams to complete the full client account closure
• Configure a variety of termination activities across multiple HI systems
• Reconciliation activities to capture cash/fund imbalances
• Financial transaction activity including plan liquidation, cash movements, processing dividends and quality review of team transactions
• Plan audit activities, including validation of payroll processing up to and not beyond agreed upon dates, ensuring transactions are accurate up to termination/liquidation date
• Preparing reports for the new recordkeeper within Snowflake and HEX
• Researching ROTH Basis amounts and updating accordingly
• Researching and answering follow up questions from the plan sponsor and/or new recordkeeper
• Conduct root cause analysis to provide suggestions on how to reduce churn
• This position's duties and assignments are subject to modification based on organizational needs.

Terminations and Deconversions Analyst

Operations

• Review and reconcile account data within both retirement accounts and HI operating accounts
• Become an expert in 3-4 operational processes and serve as an advanced source of knowledge for HI stakeholders
• Provide transactional assistance to Ops teams across the organization when necessary to support scenarios of high volume, interim product development, or prioritized business needs
• Trace transaction information through the recordkeeping lifecycle
• Identify, analyze, and propose practical solutions for operational challenges while collaborating with team members to implement improvements
• Assist triaging incoming assignments to teammates
• Contribute to team improvement initiatives and projects
• Handle varied workload composition of 5-7 types of team tasks including complex assignments and highly escalations issues

Recordkeeping Operations Associate

Payroll

• Be the main point of contact for clients, responsible for helping them establish technical integrations with 400+ payroll providers
• Develop an in-depth understanding of payroll provider systems and interrogate incoming payroll data for accuracy and completeness
• Use problem-solving and decision-making skills to navigate technical issues which impact the flow of data between the client, Human Interest, and the payroll partner
• Accurately evaluate data discrepancies and work independently to make appropriate adjustments, with the understanding that they impact our clients and millions of dollars in assets under management
• Assist in drafting procedures detailing the flow of payroll-related information, while demonstrating an understanding of SEC, DOL, and IRS regulations that impact our business
• Investigate technology issues, identify root causes, and work with various departments to develop and implement solutions
• Independently guide clients through data analysis and assist with their data transmission efforts
• Communicate professionally to both internal and external clients while focusing on needs-driven solutions
• Identify areas for process improvement and assist in leading projects which may broadly impact our business

Payroll Connections Specialist

• Ensure that all data is reviewed for accuracy and discrepancies are identified and escalated, contributing to accurate and compliant customer accounts.
• Achieve consistent, timely processing of contributions, meeting deadlines and ensuring customers’ contributions are correctly applied without delays.
• Proactively identify discrepancies and correct errors, ensuring high-quality, consistent data for reporting and operational purposes.
• Support a smooth flow of information between teams to resolve customer inquiries quickly and contribute ideas to streamline workflows, improving overall operational efficiency.
• Gain proficiency in the company's operational processes, becoming a trusted point of contact for day-to-day support and offering insights on how to enhance these processes.
• Assist in the successful completion of key projects by contributing to tasks on time, supporting project leads, and ensuring high standards of quality in project deliverables.
• This position's duties and assignments are subject to modification based on organizational needs.

Contribution Trade Operations Associate

Business Development Rep

• Experience working with large, complex external partners—preferably in accounting, consulting, fintech, or SaaS ecosystems.
• Strong ability to operate within and influence a matrixed environment, aligning diverse internal stakeholders toward a common goal.
• Compile and maintain a thorough understanding of the systems and capabilities of the key competitors within the HCM market, developing a competitive analysis against our systems.
• Create impactful new business pitches and understand prospective partner system requirements to build strategies for making technology a core competitive advantage in any new partnership opportunities.
• Lead partner engagement from initial discovery through due diligence, solution design, commercial structuring, contracting, and long‑term relationship stewardship.
• Collaborate with the development team for Product updates, integrations and enhancements.
• Maintain a transparent and well‑governed partner pipeline, providing accurate forecasting and supporting responsible, sustainable new plan or revenue growth.
• A demonstrated track record of turning partnership frameworks into tangible business impact.
• Clear, confident, and professional communication skills, with an ability to engage senior-level stakeholders inside and outside the organization.
• Ability to work independently and proactively, making strategic decisions with limited guidance.
• Conflict Resolution: Proactively identify and address any issues or challenges within partner relationships, and provide solutions that align with business objectives.
• Stay informed on regulatory, competitive, and technological developments shaping sponsor banking, embedded finance, and digital banking to ensure programs remain compliant, competitive, and future looking.

Senior Business Development Manager – Bank Channel

• Develop, build, and amplify referral relationships with tech partners, human capital management partners, benefit brokers, CPA's and financial advisors in the SMB space
• Create and build strategic referral networks and partnerships focused on lead generation and new partnership opportunities
• Proactively identify and resolve emerging issues and offer solutions by working cross-functionally with Sales, Product, Marketing, Legal and Finance
• Collaborate with Partner Marketing to innovate and execute unique initiatives to promote partner sales (e.g, educational events, email, webinars, etc.)
• Work with partners to establish business goals and performance metrics (e.g, depth of sales pipeline and revenue generation) to develop and execute effective go-to-market strategies and demand-generation activities