Senior Manager, Customer Operations

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

📋 Description

• Mentor & Develop Leadership: Directly oversee, guide, and strengthen leadership capabilities among various Operations Managers. Set high-performance expectations, hold leaders accountable to ambitious KPIs, and nurture a solid pipeline of future operational talent.

• Inspire Vision & Strategic Alignment: Convert company strategy into departmental objectives across multiple money movement streams. Maintain a comprehensive business perspective, ensuring team priorities are directly aligned with company goals and overall operational effectiveness.

• Operational Excellence & Performance Monitoring: Take ownership of critical metrics for SLA compliance, quality, accuracy, and cycle times. Use data, capacity modeling, and optimization reports to continually enhance throughput and establish ambitious targets across teams.

• Cross-Functional Strategic Collaboration: Foster collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Serve as an operational translator, channeling frontline customer insights to influence product roadmaps while effectively implementing technical and regulatory changes.

• Risk Management & Control Environment: Uphold a stringent control environment throughout all transaction lifecycles. Actively identify, assess, and mitigate operational risks to avert financial losses and guarantee full compliance in a highly regulated context.

• Client Experience & Root Cause Analysis: Promote a client-centric approach that transcends superficial metrics to accurately assess the customer experience. Conduct in-depth root cause analyses on operational trends and complex escalations to implement long-term structural solutions.

• Process Optimization & Innovation: Cultivate a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a streamlined operational footprint.

• Change Leadership & Transparent Communication: Guide teams through transformation with clarity and empathy. Ensure clear, concise, and solution-oriented reporting rhythms with executive leadership and internal stakeholders.

• Additional responsibilities as assigned.

⛳️ Requirements

• Experience: Minimum of 4 years in operational management within financial services, fintech, retirement services (401k), or banking, with at least 2 years of experience managing other People Managers/Leaders.

• Domain Expertise: Extensive knowledge of money movement processes, transaction lifecycles, and risk controls within a regulated setting.

• Leadership Development: Proven success in developing direct-report managers, establishing clear expectations, managing performance, and constructing high-performing operational teams.

• Data-Driven Decision Making: Proven ability to utilize complex data reports, staffing models, and SLA metrics to inform strategy and prioritize decisions.

• Cross-Functional Influence: Exceptional skill in collaborating with cross-functional leadership (Product, Engineering, Legal, CS) to achieve shared objectives and advocate for operational priorities.

• Change & Process Management: Experience in designing comprehensive operational enhancements, scaling processes, and guiding large teams through organizational changes.

• Communication & Integrity: High ethical standards with exceptional written and verbal communication abilities tailored for executive leadership.

🏝️ 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 plans, along with dental and vision insurance.

• Competitive vacation time and parental leave.

• Additional Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you comprehend your equity and support your financial wellness.

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

• Carrot: Fertility healthcare and family-forming benefits.

• Candidly: Student loan resources to assist you and your family in planning, borrowing, and repaying student debt.

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

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