Senior Manager, Customer Success & Operations

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

About the role

The Senior Manager, Customer Success & Operations role is strategic in nature, focusing on ensuring Human Interest's service delivery operates with the highest quality standards. Key responsibilities include building and leading the Quality Assurance team, serving as operational partner to the VP of Customer Success & Operations, and driving cross-functional initiatives that span Customer Success, Operations, Product, and Engineering. The role emphasizes a proactive, data-driven approach to quality management, using monitoring systems and intervention protocols to identify and resolve issues before they impact customers. Additionally, the Senior Manager will play a key role in translating strategic vision into execution, managing special projects and strategic workstreams, and embedding quality excellence throughout our operations as we scale.

About the team

The Customer Success & Operations organization at Human Interest serves as the bridge between our technology platform and the customers and participants we serve. This team ensures that we deliver exceptional service while maintaining operational excellence and regulatory compliance. The team collaborates closely with Product, Engineering, and other cross-functional partners to embed quality and customer-centric thinking into every aspect of our service delivery. As we continue to expand access to retirement benefits, this newly created role will establish our Quality Assurance function and serve as a strategic partner to the VP, driving initiatives that elevate our service quality while supporting our rapid growth.

What you get to do every day

• Build, hire, and develop a high-performing Quality Assurance team focused on proactively preventing customer escalations through monitoring of critical metrics across contribution processing, payroll integrations, system stability, and service delivery
• Serve as strategic thought partner and operational right hand to the VP of Customer Success & Operations, translating strategic priorities into actionable plans and driving execution across the organization
• Lead cross-functional initiatives that span Customer Success, Operations, Product, and Engineering to improve service quality, reduce financial liabilities, and optimize operational performance
• Own the proactive monitoring strategy and design alerting systems, intervention protocols, and SLAs for issue detection, response, and resolution across all critical customer escalation drivers
• Drive root cause analysis and partner with Product and Engineering leadership to resolve systemic issues; track and report on financial impact including prevented VFCP payments, QNECs, and penalties
• Prepare executive-level reporting, analysis, and recommendations; manage special projects and strategic workstreams for the VP
• Develop quarterly and annual operating plans for the Quality Assurance function, including goal-setting, resource allocation, and prioritization

What you bring to the role

• 5-7 years of experience in operations, customer success, or quality assurance roles
• 2+ years of people management experience, including hiring and developing teams
• Proven track record of building teams and processes from the ground up
• Strong analytical and problem-solving skills with demonstrated ability to use data to drive decisions
• Exceptional project management abilities with experience managing multiple complex initiatives simultaneously
• Outstanding communication skills, both written and verbal, including executive-level presentations and stakeholder management
• Strategic mindset with ability to anticipate challenges and think several moves ahead
• High degree of business acumen and operational judgment
• Demonstrated ability to influence without authority and build effective cross-functional relationships
• Experience working in fast-paced, high-growth environments with comfort operating in ambiguity

Nice to have

• Experience with 401(k) operations, ERISA compliance, or payroll systems
• Technical aptitude with experience implementing monitoring systems, alerting tools, or dashboards
• Prior experience in a strategic operations, business operations, or similar role
• Proven ability to scale operational functions in high-growth technology companies

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $BLANK - $BLANK and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits - 

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth:  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 dependents  
• Carrot: Fertility healthcare and family forming benefits
• Candidly:  Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

We’re a great place to work (but don’t take our word for it) 

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024) 
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.

Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

See more: https://humaninterest.com/disclosures