Senior Manager, Customer Operations
Our client operates in the fintech industry, focusing on expanding access to retirement benefits for employees of small and medium-sized businesses. They address the challenge that over half of working Americans are not saving enough due to lack of employer-offered retirement plans by facilitating affordable and accessible retirement savings solutions. The company manages high-volume financial transactions daily in a regulated environment, emphasizing compliance and data integrity.
About the Opportunity
The Senior Manager, Customer Operations leads multiple Operations Managers responsible for executing money movement flows accurately, compliantly, and on time. Reporting to the Senior Director of Operations, this role translates organizational strategy into operational plans, drives continuous improvement, mitigates risks, and enhances client experiences. It serves as a strategic connector between frontline operations and cross-functional teams, mentoring leaders and scaling transaction operations.
Responsibilities
- Manage and develop multiple Operations Managers, setting performance standards and building leadership capacity.
- Align departmental goals with company strategy across various money movement flows.
- Monitor key metrics including SLA adherence, quality, and cycle times to improve operational performance.
- Collaborate with leaders in Product, Engineering, Data, Legal, and Sales to integrate customer insights and operationalize changes.
- Maintain rigorous risk management and control measures across transaction lifecycles.
- Lead root cause analyses on operational trends and escalations to implement lasting solutions.
- Identify and promote workflow automation and process improvements to optimize operations.
- Guide teams through change with clear and transparent communication.
- Perform other duties as assigned.
Requirements
- Minimum 4 years operational management experience in financial services, fintech, retirement services, or banking, with at least 2 years managing managers.
- Strong knowledge of money movement processes, transaction lifecycles, and risk control in regulated settings.
- Proven leadership in developing managers and building high-performing teams.
- Ability to use data and metrics for strategic decision-making and prioritization.
- Effective collaboration with cross-functional leadership to align goals.
- Experience in process design, scaling operations, and leading change.
- High ethical standards and excellent communication skills for executive engagement.