Senior Manager, Customer Operations

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. Reporting directly to the Senior Director of Operations, you will translate high-level organizational strategy into actionable operational plans, driving a culture of continuous improvement, strict risk mitigation, and client-centric execution. The base salary for this position spans $125,000 - $150,000, based on location within the U.S., job-related skills, and experience.

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; Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times; Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales; Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles; Client Experience & Root Cause Analysis: Foster a client-first mindset and lead deep-dive root cause analyses on operational trends and complex escalations; Process Optimization & Innovation: Drive workflow automation, process standardization, and system enhancements; Change Leadership & Transparent Communication: Lead teams through change and maintain clear reporting cadences with executive leadership; Other duties as assigned

Requirements

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; Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs; Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities; Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change; High ethical standards with outstanding written and verbal communication skills tailored for executive leadership

Nice to have

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

Benefits

401(k) plan with dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees; Top-of-the-line health plans, dental and vision insurance; Competitive time off and parental leave; Addition Wealth financial tools and support; Lyra enhanced mental health support; Carrot fertility healthcare and family forming benefits; Candidly student loan resources; Monthly work-from-home stipend; Quarterly lifestyle stipend; Team-building experiences