Manager, Customer Success Operations
Skills
- People-management experience leading teams that process financial transactions in regulated environments.
- Deep understanding of the 401(k) transaction lifecycle and regulatory impacts of transaction errors.
- Experience designing and implementing quality control frameworks and tight SLAs.
- Track record of driving operational improvement projects end-to-end and documenting durable SOPs.
- Strong data-driven decision-making: KPI monitoring, capacity planning, and staffing optimization.
- Ability to translate customer experience insights for Product and Engineering and operationalize technical changes for frontline teams.
- Familiarity with reconciliation, audit support, and workflow automation is beneficial.
Responsibilities
- Coach, develop, and performance-manage a team of Associates and Team Leads to maintain precision, accountability, and customer empathy.
- Own and enforce quality control processes and SLA management to ensure accurate, timely financial transactions.
- Establish and monitor KPIs (accuracy rates, cycle times, error trends) and use data to drive staffing and performance decisions.
- Serve as an operational bridge between Customer Success and Product/Engineering, turning frontline insights into actionable product feedback.
- Identify, prioritize, and lead projects to improve and scale processes using systems and automation.
- Develop and maintain durable SOPs and supporting materials to ensure consistent operations through volume spikes and changes.
- Partner with peer Operations managers to align standards, share best practices, and manage cross-team dependencies.
- Manage escalations involving complex transactions, compliance concerns, or system defects through root-cause analysis and cross-functional collaboration.
- Participate in capacity planning for new client onboardings, seasonal peaks, and product changes and support workforce planning.
Education
- Bachelor's degree in Business, Finance, Accounting, or related field preferred
- Equivalent professional experience in financial operations accepted
Benefits
- 401(k) with dollar-for-dollar employer match up to 4% and $0 plan fees
- Top-of-the-line health, dental, and vision plans
- Competitive time off and parental leave
- Access to financial wellness tools and advisors (Addition Wealth)
- Enhanced mental health support (Lyra) and fertility/family-forming benefits (Carrot)
- Student loan resources (Candidly)
- Monthly work-from-home stipend and quarterly lifestyle stipend
- Team-building experiences and offsites
Average salary estimate
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