Operations Manager

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

📋 Description

• Mentor, develop, and manage the performance of Associates and Team Leads.

• Take ownership of quality control processes and manage SLAs for financial transactions.

• Create and enhance quality-control frameworks to identify errors and highlight risks.

• Set up and track KPIs, including accuracy rates, processing times, error trends, and customer-impacting metrics.

• Utilize data to guide decisions, optimize staffing, and promote continuous improvement.

• Connect Customer Success and Product/Engineering by converting customer insights into actionable product and process improvements.

• Identify, prioritize, and spearhead projects aimed at enhancing and scaling team processes.

• Harness systems, automation, and innovative strategies to boost throughput while sustaining lean operations.

• Create and maintain SOPs and relevant supporting documentation.

• Collaborate with fellow Operations managers on dependencies, standards, and best practices.

• Handle escalations related to transaction issues, compliance matters, or system defects.

• Facilitate resolutions through root-cause analysis and collaboration across departments.

• Participate in capacity planning for client onboarding, seasonal surges, and product modifications.

• Collaborate with senior leadership on workforce planning, staffing strategies, and training readiness.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 3 years in people management, leading teams responsible for processing financial transactions or money movements in a regulated setting.

• Solid understanding of the transaction lifecycle related to a 401(k) or similar financial product.

• Proven experience in designing, implementing, and overseeing quality control processes and SLAs.

• Demonstrated history of leading operational improvement initiatives from start to finish.

• Capability to identify errors, risks, and controls that mitigate financial losses.

• Ability to distill customer experience insights for Product and Engineering, operationalizing technical changes for frontline teams.

• Experience in building, coaching, and nurturing high-performing teams.

• Familiarity with setting KPIs, providing feedback, managing performance, and fostering a customer-centric mindset.

• Experience in enhancing and scaling operations through systems, automation, and innovation while maintaining lean staffing models.

• Excellent written and verbal communication skills.

• Proficiency in presenting operational metrics, risks, and improvement suggestions to senior leadership.

• Exceptional attention to detail and accuracy in a regulated financial environment.

• Bachelor's degree in Business, Finance, Accounting, or a related discipline (preferred).

• Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations (preferred).

• Experience with reconciliation processes and audit assistance in financial services (preferred).

• Knowledge of workflow automation, case management systems, or Lean/Six Sigma methodologies (preferred).

🏝️ Benefits

• Dollar-for-dollar 401(k) employer match up to 4% of compensation, fully vested, with no plan fees.

• Comprehensive health plans.

• Dental and vision coverage.

• Competitive paid time off and parental leave policies.

• Unlimited access to Addition Wealth digital tools, financial professionals, and knowledge centers.

• Enhanced mental health support through Lyra for employees and their dependents.

• Carrot fertility healthcare and family-forming benefits.

• Resources for student loans provided by Candidly.

• Monthly stipend for work-from-home expenses.

• Quarterly lifestyle stipend.

• Opportunities for team-building activities, virtual social gatherings, and team offsite events.