Operations Manager

Human Interest

. Coach, develop, and performance-manage Associates and Team Leads .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

Coach, develop, and performance-manage Associates and Team Leads
Own and enforce quality control processes and SLA management for financial transactions
Build and refine quality-control frameworks to catch errors and surface risks
Establish and monitor KPIs including accuracy rates, processing cycle times, error trends, and customer-impacting metrics
Use data to inform decisions, adjust staffing, and drive continuous improvement
Bridge Customer Success and Product/Engineering by translating customer insights into actionable product and process feedback
Identify, prioritize, and lead projects to improve and scale team processes
Leverage systems, automation, and innovative approaches to increase throughput while maintaining lean operations
Develop and maintain SOPs and supporting materials
Partner with peer Operations managers on dependencies, standards, and best practices
Manage escalations involving transaction issues, compliance concerns, or system defects
Guide resolution through root-cause analysis and cross-functional collaboration
Engage in capacity planning for client onboardings, seasonal peaks, and product changes
Partner with senior leadership on workforce planning, staffing, and training readiness
Perform other duties as assigned

Requirements

What you’ll need

3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment
Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product
Experience designing, implementing, and managing quality control processes and SLAs
Track record of leading operational improvement projects end to end
Ability to identify errors, risks, and controls that prevent financial losses
Ability to synthesize customer experience insights for Product and Engineering and operationalize technical changes for frontline teams
Experience building, coaching, and developing high-performing teams
Experience setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindset
Experience improving and scaling operations through systems, automation, and innovation while maintaining lean staffing models
Strong written and verbal interpersonal and communication skills
Ability to present operational metrics, risks, and improvement proposals to senior leadership
Deep attention to detail and precision in a regulated financial environment
Bachelor's degree in Business, Finance, Accounting, or a related field (nice to have)
Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations (nice to have)
Experience with reconciliation processes and audit support in financial services (nice to have)
Familiarity with workflow automation, case management systems, or Lean/Six Sigma methodologies (nice to have)

Benefits

Comp & perks

Dollar-for-dollar 401(k) employer match up to 4% of compensation, immediately vested, with $0 plan fees
Top-of-the-line health plans
Dental and vision insurance
Competitive time off and parental leave
Unlimited access to Addition Wealth digital tools, financial professionals, and knowledge center
Lyra enhanced mental health support for employees and dependents
Carrot fertility healthcare and family-forming benefits
Candidly student loan resources
Monthly work-from-home stipend
Quarterly lifestyle stipend
Team-building experiences, virtual social events, and team offsites