Senior Manager, Customer Operations

About the role

As a Senior Manager of Operations within Customer Success & Operations, you will lead a multi-team organization of Operations Managers responsible for the accurate, compliant, and timely execution of multiple money movement flows on behalf of our clients and their participants.

You will translate high-level organizational strategy into actionable operational plans, driving a culture of continuous improvement, strict risk mitigation, and client-centric execution.

You will serve as a critical strategic link between frontline operations and cross-functional leadership—including Product, Engineering, Data, Legal, and Sales/Onboarding.

Responsibilities

• Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers.
• Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness.
• Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams.
• Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes.
• Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape.
• Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes.
• Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint.
• Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders.

Requirements

• Experience: 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 2+ years specifically managing other People Managers/Leaders.
• Domain Expertise: Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment.
• Leadership Development: Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams.
• Data-Driven Decision Making: Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs.
• Cross-Functional Influence: Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities.
• Risk Management: Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change.
• Communication & Integrity: High ethical standards with outstanding written and verbal communication skills tailored for executive leadership.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, or a related field.
• Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations.
• Formal certification in process improvement methodologies (Lean, Six Sigma) or continuous improvement frameworks.
• Experience in high-growth, fast-paced fintech environments.