Manager, Operations - Human Interest

About Human Interest

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, often because their employer doesn't offer a retirement plan. We are 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 backed by top investors including Marshall Wace, Baillie Gifford, BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, and Uncork.

About the Role

As an Operations Manager within Customer Success & Operations, you will lead a team responsible for the accurate and timely execution of financial transactions and money movements on behalf of our clients and their participants. Operations at Human Interest serves as a critical connection point between our Customer Success Team and our Product and Engineering teams. In this role, you will act as a translator, turning frontline customer experience insights into actionable input for Product, while ensuring that product and process changes are operationalized effectively.

What You Get to Do Every Day

• Coach, develop, and performance-manage a team of Associates and Team Leads, fostering a culture of precision, accountability, growth, and customer empathy.
• Own and enforce quality control processes and SLA management, ensuring financial transactions are processed with high accuracy and speed.
• Establish and monitor KPIs, including accuracy rates, processing cycle times, error trends, and customer-impacting metrics.
• Serve as an operational bridge between Customer Success and Product/Engineering by synthesizing frontline customer experience insights into clear feedback.
• Identify, prioritize, and lead projects that develop, improve, and scale team processes using systems and automation.
• Develop and maintain thorough SOPs that withstand stress tests and volume spikes.
• Partner closely with peer Operations managers to align on cross-team dependencies and shared best practices.
• Manage escalations involving complex transaction issues, compliance concerns, or system defects through root-cause analysis.
• Engage in capacity planning driven by new client onboardings, seasonal peaks, and product changes.

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 (e.g., retirement plan services, wealth management, banking, payments).
• Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product.
• Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs.
• Track record of leading operational improvement projects end-to-end from scoping to durable SOP creation.
• Proven instinct for catching errors and building controls that prevent financial losses.
• Experience acting as a cross-functional translator between customer-facing and technical teams.
• Strong interpersonal, written, and verbal communication skills.
• Deep attention to detail and a personal standard of precision in high-stakes environments.

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).

Benefits & Perks

• Comprehensive 401(k) plan with a dollar-for-dollar employer match up to 4% (immediately vested) and $0 plan fees.
• Top-of-the-line health, dental, and vision insurance.
• Competitive time off and parental leave.
• Enhanced mental health support (Lyra) and fertility healthcare (Carrot).
• Student loan resources (Candidly) and financial wellness tools (Addition Wealth).
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Engaging team-building experiences and virtual social events.