Manager, Customer Success Operations (Fintech)

TL;DR

Manager, Customer Success Operations (Fintech): Leading a team responsible for the transition and closing of 401(k) plans with an accent on financial transaction accuracy and regulatory compliance. Focus on optimizing the termination lifecycle, automating operational workflows, and bridging the gap between customer experience and product engineering.

Location: Remote (United States)

Salary: $75,000 - $90,000 per year

Company

Fintech company on a mission to make retirement benefits affordable and accessible for small and medium-sized businesses.

What you will do

• Coach and performance-manage a team of Associates and Team Leads, fostering a culture of precision and accountability.
• Own quality control processes and SLA management specifically for the termination and deconversion lifecycle.
• Establish and monitor KPIs, including accuracy rates and processing cycle times, to drive continuous improvement.
• Manage complex escalations involving system defects, compliance concerns, and transaction delays.
• Synthesize customer experience insights into actionable feedback for Product and Engineering teams.
• Develop and maintain detailed SOPs to ensure operational resilience during volume spikes and regulatory shifts.

Requirements

• Must be based in the United States.
• 3+ years of people-management experience leading financial transaction teams in a regulated environment.
• Direct operational experience with 401(k) plan terminations, deconversions, or mergers.
• Proven ability to design and manage rigorous quality control processes and tight SLAs.
• Experience building and coaching high-performing teams and setting performance KPIs.
• Exceptional analytical skills and attention to detail for high-risk financial environments.

Nice to have

• Bachelor's degree in Business, Finance, Accounting, or a related field.
• Experience with 401(k) recordkeeping platforms or payroll integrations.
• Familiarity with workflow automation or process-improvement methodologies (Lean, Six Sigma).
• Advanced Excel skills.

Culture & Benefits

• 401(k) with dollar-for-dollar employer match up to 4% (immediately vested).
• Top-of-the-line health, dental, and vision insurance.
• Mental health support via Lyra and fertility/family forming benefits via Carrot.
• Student loan resource via Candidly to help plan and repay debt.
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Competitive time off and parental leave.