Senior Manager, Customer Operations

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

📋 Description

• Oversee a multi-team organization of Operations Managers tasked with ensuring accurate, compliant, and timely execution of money movement processes.

• Convert organizational strategies into practical operational plans.

• Foster continuous improvement, risk management, and client-focused execution.

• Guide and develop direct-report managers while strengthening leadership capabilities.

• Establish performance benchmarks and ensure leaders are accountable for KPIs.

• Manage metrics related to SLA adherence, quality, accuracy, and cycle times.

• Utilize data, capacity modeling, and optimization reports to enhance throughput and set objectives.

• Collaborate with leaders from Customer Success and Operations, Product, Data, Legal, and Sales.

• Relay frontline customer feedback to influence product roadmaps and operationalize technical and regulatory changes.

• Maintain controls throughout transaction lifecycles and reduce operational risks.

• Conduct root-cause analyses and implement structural solutions.

• Promote workflow automation, process standardization, and system improvements.

• Steer teams through transitions and provide reports to executive leadership and internal stakeholders.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Minimum of 4 years of operational management experience within financial services, fintech, retirement services (401k), or banking.

• At least 2 years of experience specifically managing other People Managers/Leaders.

• Comprehensive understanding of money movement processes, transaction lifecycles, and risk controls in a regulated setting.

• Demonstrated success in developing direct-report managers, establishing clear expectations, managing performance, and building effective operational teams.

• Proficient in utilizing complex data reports, staffing models, and SLA metrics to inform strategy and prioritize trade-offs.

• Ability to collaborate with cross-functional leadership across Product, Engineering, Legal, and Customer Success.

• Experience in designing comprehensive operational improvements, scaling processes, and guiding large teams through organizational change.

• High ethical standards along with exceptional written and verbal communication skills suited for executive leadership.

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

• Direct experience with 401(k) recordkeeping systems, payroll integrations, or intricate financial reconciliations (preferred).

• Formal certification in Lean, Six Sigma, or continuous improvement methodologies (preferred).

• Background in high-growth, fast-paced fintech environments (preferred).

🏝️ Benefits

• Dollar-for-dollar 401(k) employer match up to 4% of compensation, fully vested, with $0 plan fees.

• Health insurance.

• Dental insurance.

• Vision insurance.

• Competitive time off.

• Parental leave.

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

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

• Carrot fertility healthcare and family-forming benefits.

• Resources for student loans provided by Candidly.

• Monthly stipend for remote work expenses.

• Quarterly lifestyle stipend.

• Opportunities for team-building experiences, virtual social events, and team offsites.