Operations Leader: Scale Fintech Retirement Transactions

Remote Jobs; United States; Remote; USD 75,000 - 90,000; Full time

Benefits offered by this job

401(k) plan with company match

Health, dental, vision insurance

Generous PTO and parental leave

Monthly remote work stipend

Professional development opportunities

Job summary

Human Interest is seeking an Operations Manager in the Customer Success & Operations team to drive accurate, timely financial transactions and scalable processes. You will mentor a team, enforce quality controls, and bridge CS with Product/Engineering to translate frontline insights into practical changes.

You will own KPI development, lead efficiency projects, and maintain durable SOPs, ensuring lean operations with compliance and precision at the center of every decision.

Qualifications

• 3+ years of people-management experience in regulated financial services.
• Strong understanding of transaction lifecycles in 401(k) or similar products.
• Proven ability to design and manage QC processes and tight SLAs.
• Experience leading end-to-end operational improvements and SOPs.

Responsibilities

• Coach and develop Associates and Team Leads to foster accuracy and empathy.
• Own quality control and SLA management; refine QC frameworks to catch errors.
• Establish and monitor KPIs to drive data-driven staffing and improvements.
• Translate customer insights into actionable product feedback for Product/Engineering.
• Lead projects to develop and scale team processes using automation while staying lean.
• Develop SOPs and materials to withstand volume spikes and regulatory shifts.
• Collaborate with peer Ops managers to align standards and cross-team dependencies.
• Manage escalations and drive root-cause analysis with cross-functional teams.
• Plan capacity around onboarding, seasonality, and product changes; support workforce planning.

Skills

People management

Quality control

KPIs & metrics

Operational scaling

Cross-functional liaison

Regulatory knowledge

Process improvement

Education

Bachelor's degree in Business, Finance, or related field

Job description

Human Interest is seeking an Operations Manager in the Customer Success & Operations team to drive accurate, timely financial transactions and scalable processes. You will mentor a team, enforce quality controls, and bridge CS with Product/Engineering to translate frontline insights into practical changes.

You will own KPI development, lead efficiency projects, and maintain durable SOPs, ensuring lean operations with compliance and precision at the center of every decision.