Manager, Strategic Resolutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Leverage extensive operational and industry knowledge to develop and implement thorough quality-review frameworks, auditing the organization’s customer response processes to identify deviations early.

• Proactively assess account data, system-generated alerts, and communication logs to pinpoint, monitor, and mitigate operational risks before they develop into client-facing problems.

• Collaborate with Customer Success and Operations enablement teams to convert quality audit findings into immediate coaching loops, training initiatives, and systemic safeguards.

• Lead, mentor, and expand an agile team of skilled individual contributors focused on complex incident resolution and high-stress customer de-escalations.

• Act as the senior escalation point for high-impact, sensitive cases, employing assertive communication and negotiation skills to reconcile client expectations with business limitations.

• Uphold a stringent hold-accountability framework, ensuring the team operates with significant autonomy to provide timely, effective, and compliant resolutions.

• Collaborate dynamically with internal stakeholders across Product, Engineering, Operations, and Legal to investigate root causes of systemic failures and advocate for long-term structural solutions.

• Hold cross-functional teams accountable for delivery timelines, engineering fixes, and customer commitments during intricate operational cleanups.

• Conduct thorough post-mortem analyses following major incidents, translating technical failures into clear, professional documentation and actionable improvement plans.

• Utilize data and reporting tools to monitor escalation trends, identify operational bottlenecks, and make strategic business decisions regarding resource allocation and process mechanics.

• Develop and enforce rigorous documentation standards, ensuring all actions, event timelines, and resolutions are accurately recorded for auditability and compliance.

• Continuously optimize workflows within CRM platforms (e.g., Salesforce) to enhance communication, decrease resolution cycle times, and maximize team SLA compliance.

• Mentor, develop, and manage a team of skilled individual contributors and, where relevant, Team Leads—cultivating a culture of precision, accountability, growth, and customer empathy.

⛳️ Requirements

• A minimum of 3+ years of experience directly supervising and leading teams in a high-volume environment, with a proven track record of delivering operational outcomes and enhancing team performance.

• Demonstrated experience in designing or implementing quality assurance, compliance auditing, or predictive risk mitigation workflows within an operational or customer support context.

• Proven capability to effectively manage high-stakes, high-pressure scenarios, de-escalating challenging multi-party conflicts, and driving mutually beneficial resolutions.

• Strong end-to-end project management skills, including the ability to independently establish goals, coordinate cross-functional resources, and execute complex initiatives to completion.

• Outstanding written, verbal, and assertive communication abilities. Proven capacity to confidently present data, root-cause analyses, and resolution strategies to customers, cross-functional peers, and executive leadership.

• High technical and analytical proficiency; capable of looking beyond surface-level complaints to identify systemic root causes of operational failures.

• A thorough understanding of FinTech landscapes, 401(k) regulations, ERISA compliance standards, or retirement platform recordkeeping processes. (Preferred)

• Advanced proficiency with Salesforce or comparable customer-relations and workflow management software to create reports, analyze trends, and automate outreach. (Preferred)

• Demonstrated experience in drafting high-level corporate documentation, including executive incident briefs, post-mortems, and internal knowledge base repositories. (Preferred)

🏝️ Benefits

• A fantastic 401(k) plan: Our own! Our 401(k) features a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.

• Premium health insurance plans, along with dental and vision coverage.

• Competitive time off and parental leave policies.

• Addition Wealth: Gain unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness.

• Lyra: Enhanced Mental Health Support for employees and their dependents.

• Carrot: Fertility healthcare and family formation benefits.

• Candidly: A resource for student loans to assist you and your family in planning, borrowing, and repaying student debt.

• Monthly work-from-home stipend; quarterly lifestyle stipend.

• Engaging team-building opportunities, ranging from virtual social events to team offsites, encouraging collaboration and camaraderie.