Senior Manager, Customer Operations

Role overview Lead several operations teams responsible for accurate, timely, and compliant financial transactions, including money movement on behalf of clients and plan participants. The senior manager translates organizational priorities into operating plans, develops operations leaders, and works across product, engineering, data, legal, and customer-facing teams to improve service while managing financial and regulatory risk.

Responsibilities - Manage and develop multiple operations managers, set performance expectations, and build leadership capacity across teams. - Turn strategic priorities into team goals and plans spanning multiple transaction flows. - Monitor service levels, quality, accuracy, throughput, and cycle times; use data and capacity models to improve performance. - Maintain controls across transaction lifecycles, identify operational risks, and drive mitigations that support regulatory compliance. - Partner with product, engineering, data, legal, and sales or onboarding leaders to operationalize changes and bring frontline insights into planning. - Lead root-cause analysis for trends and escalations, and advance workflow automation, standardization, and system improvements.

Requirements - At least four years of operations management experience in financial services, fintech, retirement services, or banking, including two or more years managing other people leaders. - Deep knowledge of money movement, transaction lifecycles, and risk controls in a regulated environment. - Track record of developing managers, setting clear expectations, managing performance, and building effective teams. - Ability to use complex reporting, staffing models, and service metrics to set priorities and guide decisions. - Experience influencing cross-functional leaders and aligning operational needs with product, engineering, legal, and customer teams. - Strong process and change management skills, plus clear, ethical communication suited to executive and stakeholder audiences.

Nice to have - Bachelor’s degree in business, finance, accounting, or a related field. - Direct experience with 401(k) operations.