Manager of Operations

Human Interest; New York (NY); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Disability and life insurance (short/​

Parental leave policy

Professional development via Beacon U

Monthly work from home stipend

401(k) employer match up to 4%

Health benefits fully paid

Stock options

Job summary

Human Interest in New York, NY is seeking an Operations Manager in Customer Success & Operations to lead a team responsible for executing financial transactions and money movements with precision and compliance.

You will translate frontline customer insights into actionable input for Product, while ensuring operational execution for clients and participants, and you will coach and develop associates to drive continuous improvement across the organization.

Qualifications

• Experience leading teams that process financial transactions in regulated environments.
• Bachelor’s degree in Business, Finance, Accounting, or related field.
• Strong ability to translate customer insights into product and process actions.
• Proven track record of designing and managing QC processes and tight SLAs.

Responsibilities

• Lead a team ensuring accurate and timely financial transactions.
• Translate frontline CS insights into actionable input for Product.
• Establish and monitor KPIs and SLA management.
• Develop and maintain SOPs and training materials.
• Partner with CS, Product, Engineering, and Compliance.
• Capacity planning and workforce planning with senior leadership.
• Manage escalations and risk controls.
• Drive operational improvements through automation and systems.
• Coach and develop Associates and Team Leads.

Skills

People management

Leadership

Process improvement

KPI management

Cross-functional collaboration

Attention to detail

Education

Bachelor’s degree in Business, Finance, Accounting

Tools

401(k) recordkeeping platforms

Reconciliation software

SOP documentation tools

Job description

• 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—which partners with both the employers who offer 401(k) plans and the employees who participate in them—and our Product and Engineering teams
• In this role you will act as a translator, turning frontline customer experience insights from CS into actionable input for Product, while ensuring that product and process changes are operationalized effectively for the people your team serves
• Above all, you will never lose sight of the fact that there is a real person behind every name and number on the screen
• The CS Operations organization sits at the heart of Human Interest’s mission to make retirement savings accessible. Our teams ensure high-value financial transactions for thousands of participants every day are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements
• We operate in a highly regulated environment where errors carry real and substantial financial risk, so precision is non-negotiable. We maintain data integrity through rigorous review, quality control, and escalation protocols, and we collaborate closely with Customer Success, Engineering, Product, and Compliance to optimize workflows, surface operational insights, and continuously improve the customer experience. We partner tightly with peer teams across Operations to share best practices, understand shared challenges, and strengthen Operations as a whole. We are an organization that values accuracy, innovation, and a deep sense of responsibility to the people whose financial futures depend on what we do
• We partner tightly with peer teams across Operations to share best practices, understand shared challenges, and strengthen Operations as a whole. We are an organization that values accuracy, innovation, and a deep sense of responsibility to the people whose financial futures depend on what we do
• Coach, develop, and performance-manage a team of Associates and, where applicable, 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 the highest accuracy at the speed the business requires; build and refine QC frameworks that catch errors and surface potential risks before they become losses
• Establish and monitor KPIs—including accuracy rates, processing cycle times, error trends, and customer-impacting metrics—using data to inform decisions, adjust staffing, and drive continuous improvement
• Serve as an operational bridge between Customer Success and Product/Engineering: synthesize customer experience insights and frontline patterns into clear, actionable feedback that shapes product priorities and process design
• Identify, prioritize, and lead projects that develop, improve, and scale team processes; leverage systems, automation, and innovative approaches to increase throughput while maintaining a lean operational footprint
• Develop and meticulously maintain SOPs and supporting materials that are thorough enough to withstand stress tests—ensuring the team can operate consistently and resiliently through volume spikes, personnel changes, and regulatory shifts
• Partner closely with peer Operations managers to understand cross-team dependencies, share best practices, align on standards, and support Operations as a unified organization
• Manage escalations involving complex transaction issues, compliance concerns, or system defects, guiding resolution through root-cause analysis and cross-functional collaboration
• Understand and engage fully on capacity planning driven by new client onboardings, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness
• Other duties as assigned

Benefits

• Short/Long-term disability and life insurance
• Generous parental leave policy
• Comprehensive training and professional development via Beacon U plus an annual education stipend
• Monthly work from home stipend
• Dollar-for-dollar match of employee donations to nonprofit 501(c)(3) organizations, up to $1,000 per year
• Annual wellness stipend
• An annual membership to One Medical Group, with membership fees paid by Human Interest
• HSA or FSA offering with an annual employer contribution
• Generous FTO (exempt) and PTO (non-exempt) policies
• Stock options for every employee
• Top-of-the-line health, dental, and vision, with employee premiums fully paid and dependent premiums 50% covered by Human Interest
• A great 401(k) plan: our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation

You will bring a strong understanding of the transaction lifecycle within a 401(k) or similar regulated financial product, and you will pair that knowledge with an unstoppable drive to improve, automate, and scale operations—always with the discipline to stay leanA relentless drive to improve and scale operations through systems, automation, and innovation while maintaining lean staffing modelsStrong understanding of the transaction lifecycle within a 401(k) or comparable financial product—including the types of transactions, regulatory requirements, and downstream impacts of errorsDemonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs, balancing speed with accuracy in a high-stakes environmentA track record of leading operational improvement projects end to end: scoping problems, building solutions, documenting processes in durable SOPs, and scaling what worksAbility to act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teamsExperience building, coaching, and developing high-performing teams—including setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindsetStrong interpersonal and communication skills—written and verbal—with the ability to present operational metrics, risks, and improvement proposals to senior leadership3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment, preferably in retirement plan services, wealth management, banking, payments, or a closely related financial services domainProven instinct for catching errors, spotting potential risks, and building controls that prevent financial losses before they occurDeep attention to detail and a personal standard of precision appropriate to an environment where financial risks and regulatory consequences are real and substantialDirect experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrationsBachelor’s degree in Business, Finance, Accounting, or a related fieldExperience with reconciliation processes and audit support in a financial services contextFamiliarity with workflow automation, case management systems, or process-improvement methodologies (Lean, Six Sigma)