Senior Manager, Customer Operations

Human Interest

. Lead a multi-team organization of Operations Managers responsible for accurate, compliant, and timely execution of money movement flows .

Posted 10/13/2026full-timeRemote • United StatesSenior💰 $125,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational management within financial services, focusing on money movement processes, risk controls, and performance metrics. Proven ability to lead teams through change, drive continuous improvement, and develop high-performing operational leaders.

Highest-signal resume keywords

Operational Management ExperienceMoney Movement ProcessesPerformance ManagementCross-Functional LeadershipContinuous Improvement Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCapacity ModelingSLA MetricsOperational ImprovementsWorkflow AutomationRisk MitigationTransaction Lifecycle ManagementPerformance StandardsFinancial ReconciliationProcess Standardization

Soft Skills

LeadershipMentoringCommunicationAccountabilityClient-Centric Execution

Tools & Technologies

401(k) Recordkeeping SystemsPayroll IntegrationsOptimization Reports

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Financial ServicesFintechRetirement ServicesBankingRegulated Environment

About the role

Key responsibilities & impact

Lead a multi-team organization of Operations Managers responsible for accurate, compliant, and timely execution of money movement flows
Translate organizational strategy into actionable operational plans
Drive continuous improvement, risk mitigation, and client-centric execution
Mentor and develop direct-report managers and build leadership bench strength
Set performance standards and hold leaders accountable to KPIs
Own metrics for SLA adherence, quality, accuracy, and cycle times
Use data, capacity modeling, and optimization reports to improve throughput and set goals
Partner with leaders in Customer Success and Operations, Product, Data, Legal, and Sales
Channel frontline customer insights to shape product roadmaps and operationalize technical and regulatory changes
Maintain controls across transaction lifecycles and mitigate operational risks
Lead root-cause analyses and implement structural fixes
Drive workflow automation, process standardization, and system enhancements
Lead teams through change and provide reporting to executive leadership and internal stakeholders
Perform other duties as assigned

Requirements

What you’ll need

4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking
2+ years specifically managing other People Managers/Leaders
Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment
Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams
Ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs
Ability to partner with cross-functional leadership across Product, Engineering, Legal, and Customer Success
Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change
High ethical standards and outstanding written and verbal communication skills tailored for executive leadership
Bachelor's degree in Business, Finance, Accounting, or a related field (nice to have)
Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations (nice to have)
Formal certification in Lean, Six Sigma, or continuous improvement frameworks (nice to have)
Experience in high-growth, fast-paced fintech environments (nice to have)

Benefits

Comp & perks

Dollar-for-dollar 401(k) employer match up to 4% of compensation, immediately vested, with $0 plan fees
Health insurance
Dental insurance
Vision insurance
Competitive time off
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