Senior Manager, Customer Success, Operations
Human Interest
full-time
Posted on:
Location Type: Remote
Location: Utah • United States
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Job Level
About the role
- Build, hire, and develop a high-performing Quality Assurance team focused on proactively preventing customer escalations through monitoring of critical metrics across contribution processing, payroll integrations, system stability, and service delivery
- Serve as strategic thought partner and operational right hand to the VP of Customer Success & Operations, translating strategic priorities into actionable plans and driving execution across the organization
- Lead cross-functional initiatives that span Customer Success, Operations, Product, and Engineering to improve service quality, reduce financial liabilities, and optimize operational performance
- Own the proactive monitoring strategy and design alerting systems, intervention protocols, and SLAs for issue detection, response, and resolution across all critical customer escalation drivers
- Drive root cause analysis and partner with Product and Engineering leadership to resolve systemic issues; track and report on financial impact including prevented VFCP payments, QNECs, and penalties
- Prepare executive-level reporting, analysis, and recommendations; manage special projects and strategic workstreams for the VP
- Develop quarterly and annual operating plans for the Quality Assurance function, including goal-setting, resource allocation, and prioritization
Requirements
- 5-7 years of experience in operations, customer success, or quality assurance roles
- 2+ years of people management experience, including hiring and developing teams
- Proven track record of building teams and processes from the ground up
- Strong analytical and problem-solving skills with demonstrated ability to use data to drive decisions
- Exceptional project management abilities with experience managing multiple complex initiatives simultaneously
- Outstanding communication skills, both written and verbal, including executive-level presentations and stakeholder management
- Strategic mindset with ability to anticipate challenges and think several moves ahead
- High degree of business acumen and operational judgment
- Demonstrated ability to influence without authority and build effective cross-functional relationships
- Experience working in fast-paced, high-growth environments with comfort operating in ambiguity.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancedata analysisroot cause analysisproject managementoperational performanceservice deliveryfinancial impact trackinggoal-settingresource allocationSLA design
Soft Skills
analytical skillsproblem-solving skillscommunication skillsstrategic mindsetbusiness acumenoperational judgmentinfluence without authoritycross-functional relationship buildingteam developmentexecutive-level presentation