Manager, Operations

About this role

Role Overview

Role:
Manager, Operations

Location:
United States

Employment Type:
Full time

The Manager, Operations leads a team responsible for the accurate and timely execution of financial transactions and money movements on behalf of clients and plan participants. Operating within Customer Success and Operations, this role serves as an operational bridge between frontline customer-facing teams and Product and Engineering teams, translating customer experience insights into actionable product priorities while ensuring product and process changes are effectively operationalized. The role requires deep familiarity with the transaction lifecycle of retirement plans or comparable regulated financial products, combined with a commitment to process improvement, automation, and lean operational discipline.

Key Responsibilities

• Coach, develop, and manage the performance of a team of Associates and Team Leads, fostering a culture of precision, accountability, professional growth, and customer empathy.
• Own and enforce quality control processes and service-level agreement (SLA) management, ensuring financial transactions are processed with high accuracy and speed.
• Build and refine quality control frameworks to detect errors, surface potential risks, and prevent financial losses.
• Establish and monitor operational key performance indicators (KPIs)—including accuracy rates, processing cycle times, error trends, and customer-impacting metrics—to guide decision-making, staffing adjustments, and continuous improvement.
• Synthesize frontline customer experience insights and patterns into clear, actionable feedback to inform product priorities and process design.
• Identify, prioritize, and lead operational improvement and scaling initiatives, leveraging systems and automation to increase throughput while maintaining a lean footprint.
• Develop and maintain comprehensive Standard Operating Procedures (SOPs) and documentation to ensure operational c...