Senior Manager, Customer Operations

Human Interest

Senior Manager of Operations leading multi-team organization at Human Interest. Overseeing compliant execution of money movement flows for clients and their participants.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $125,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational management within financial services, focusing on leadership development, risk management, and process optimization. Proven ability to leverage data-driven decision-making and foster cross-functional partnerships to enhance operational effectiveness.

Highest-signal resume keywords

Operational Management ExperienceLeadership DevelopmentData-Driven Decision MakingCross-Functional InfluenceChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ExcellenceRisk ManagementProcess OptimizationSLA MetricsWorkflow AutomationCapacity ModelingRoot Cause AnalysisPerformance MonitoringTransaction LifecyclesFinancial Services Expertise

Soft Skills

CoachingCommunicationEmpathyIntegrityCollaboration

Industry Keywords

Money Movement ProcessesRegulated EnvironmentFinancial ServicesFintechRetirement ServicesBanking

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

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.