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 ... (truncated, view full listing at source)