Senior Manager, Customer Operations

Ladders; United States; Remote; USD 125,000 - 150,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Parental leave

Mental health support

Fertility benefits

Student loan support

Work-from-home stipend

Lifestyle stipend

Job summary

Ladders is seeking a Senior Manager, Customer Operations to lead critical money movement and customer operations initiatives in a regulated financial services environment. This remote US-based role focuses on service-level performance, operational risk control, and improving the overall customer experience through strategic leadership.

You will develop managers, partner with cross-functional leaders, and translate strategy into measurable team goals while driving long-term workflow enhancements.

Qualifications

• 4+ years of operational management experience in financial services, fintech, retirement services, or banking.
• 2+ years of experience managing other People Managers/Leaders.
• Deep understanding of money movement processes and transaction lifecycles in a regulated environment.
• Proven track record of developing high-performing operational teams.
• Ability to leverage complex data reports and metrics for strategic decision-making.
• Exceptional cross-functional collaboration skills with leadership teams.
• Outstanding written and verbal communication skills tailored for executive audiences.

Responsibilities

• Coach and develop multiple Operations Managers to build leadership strength.
• Translate company strategy into actionable departmental goals for money movement flows.
• Own and monitor high-level metrics for service level adherence and operational performance.
• Build collaborative relationships with cross-functional leaders to align on goals.
• Maintain a rigorous control environment to mitigate operational risks.
• Lead root cause analyses to enhance client experience and implement long-term fixes.
• Drive innovation by identifying opportunities for workflow automation and process standardization.
• Lead teams through change with clear and empathetic communication.

Skills

People leadership

Cross-functional collaboration

Executive communication

Data-driven decision making

Operational excellence

Job description

For our client, we are seeking a Senior Manager, Customer Operations to join the team of a leader in the Finance & Insurance space.

This role will oversee critical customer operations functions with a strong focus on money movement processes, service-level performance, and operational risk control. You will partner closely with cross-functional leaders to translate strategy into measurable team goals and strengthen execution across a regulated environment. The position also calls for developing managers, improving workflows, and driving long-term enhancements to the customer experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $125,000 – $150,000 annually

Responsibilities

• Coach and develop multiple Operations Managers to build leadership strength
• Translate company strategy into actionable departmental goals for money movement flows
• Own and monitor high-level metrics for service level adherence and operational performance
• Build collaborative relationships with cross-functional leaders to align on goals
• Maintain a rigorous control environment to mitigate operational risks
• Lead root cause analyses to enhance client experience and implement long-term fixes
• Drive innovation by identifying opportunities for workflow automation and process standardization
• Lead teams through change with clear and empathetic communication

Qualifications

• 4+ years of operational management experience in financial services, fintech, retirement services, or banking
• 2+ years of experience managing other People Managers/Leaders
• Deep understanding of money movement processes and transaction lifecycles in a regulated environment
• Proven track record of developing high-performing operational teams
• Ability to leverage complex data reports and metrics for strategic decision-making
• Exceptional cross-functional collaboration skills with leadership teams
• Outstanding written and verbal communication skills tailored for executive audiences

Benefits

• 401(k) plan with dollar-for-dollar employer match up to 4% (immediately vested) and no plan fees
• Comprehensive health, dental, and vision insurance
• Competitive time off and parental leave policies
• Access to financial wellness tools and professionals
• Enhanced mental health support for employees and dependents
• Fertility healthcare and family forming benefits
• Resources for student loan planning and repayment assistance
• Monthly work-from-home stipend and quarterly lifestyle stipend
• Engaging team-building experiences to foster collaboration

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.