Senior Manager, Customer Operations

About the OpportunityThe organization is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. This organization is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings. This is a high-growth fintech company changing the retirement industry. It is backed by a number of investors. About the roleAs a Senior Manager of Operations within Customer Success & Operations, this role 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 the organization's clients and their participants. Reporting directly to the Senior Director of Operations, this role will translate high-level organizational strategy into actionable operational plans, driving a culture of continuous improvement, strict risk mitigation, and client-centric execution. In this role, the individual will serve as a critical strategic link between frontline operations and cross-functional leadership—including Product, Engineering, Data, Legal, and Sales/Onboarding. This role will mentor and develop direct-report managers, scale high-volume transaction operations, and leverage data-driven insights to elevate customer experiences while maintaining a lean operational footprint. About the teamThe CS Operations organization sits at the heart of the organization's mission to make retirement savings accessible. These teams ensure high-value financial transactions for thousands of participants every day are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements. The team operates in a highly regulated environment where errors carry real and substantial financial risk, so precision is non-negotiable. The team maintains data integrity through rigorous review, quality control, and escalation protocols, and collaborates closely with Customer Success, Engineering, Product, and Compliance to optimize workflows, surface operational insights, and continuously improve the customer experience. The team partners tightly with peer teams across Operations to share best practices, understand shared challenges, and strengthen Operations as a whole. What you get to do every dayCoach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent.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.Other duties as assigned. What you bring to the roleExperience: 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.Change & Process 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. Nice to haveBachelor'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. Why you will love working hereThis organization is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. Significant progress has been made, but there is still growth ahead, offering a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. Hard work is valued, and the team's contributions are recognized as key to continued success. Join this organization and make a lasting impact by shaping the future of retirement. The operating principles define how the team works together. They reflect the organization’s unique view on what’s important and what’s right. Documenting this core aspect of the culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at this organization.Customer obsession: The focus is on creating amazing experiences for customers. Their needs are put first, and extra effort is made to make them smile.Long-Term Orientation: The organization is not just playing for today; it's building a legacy. It thinks big, plans strategically, and invests in its future.Autonomous and Accountable Teams: Team members are trusted to take ownership and make smart decisions. Employees are empowered to be their best selves.An Escalating Bar for Talent and Performance: The bar is constantly being raised, and there is a commitment to challenging oneself to be better. Growth and continuous improvement are believed in.Fundamental Optimism: The glass is seen as half full (and then filled with more amazing ideas!). The power of positivity and the potential for greatness are believed in. Compensation - At this organization, there are a number of factors that are used to determine the appropriate pay range for each position. The cost of labor for each position in various markets across the U.S. is taken into account. The base salary for this position spans $125,000 - $150,000 and represents the minimum in the lowest geographic region to a maximum in the highest geographic region. BenefitsA great 401(k) plan: The organization's own! The 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.Top-of-the-line health plans, as well as dental and vision insurance.Competitive time off and parental leave.Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help understand equity and support financial wellness.Lyra: Enhanced Mental Health Support for Employees and dependents.Carrot: Fertility healthcare and family forming benefits.Candidly: Student loan resource to help plan, borrow, and repay student debt.Monthly work-from-home stipend; quarterly lifestyle stipend.Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie. The organization is a great place to workHere’s a list of awards and accolades:Certified as a Great Place To Work® (2023-2025)Fortune Best Place to Work in the Bay Area (2024)Best Places to Work by Built In (2023-2024)America’s Best Startup Employers by Forbes (2020-2022, 2024)A Top Company by Y Combinator (2020-2023)Inc. Fastest Growing Companies (2021)