Manager, Strategic Resolutions (Fintech)

TL;DR

Manager, Strategic Resolutions (Fintech): Leading an elite team of technical experts to resolve complex, high-stakes customer escalations and mitigate systemic operational risks. Focus on designing quality-review frameworks, driving cross-functional root-cause re-engineering, and ensuring operational excellence within a high-growth retirement platform.

Location: Must be based in the United States

Salary: $90,000–$115,000 annually

Company

hirify.global is a high-growth fintech company on a mission to make retirement benefits accessible and affordable for small and medium-sized businesses.

What you will do

• Lead, mentor, and scale an agile team of resolution specialists handling high-pressure customer escalations.
• Design and execute comprehensive quality-review frameworks to identify and patch operational risks.
• Partner with Product, Engineering, and Legal teams to investigate root causes of systemic failures.
• Serve as the senior point of escalation for sensitive, high-impact client challenges.
• Utilize data and CRM analytics to track trends, optimize workflows, and enforce documentation standards.
• Lead post-mortem analyses to translate technical breakdowns into actionable improvement roadmaps.

Requirements

• Must be based in the United States
• 3+ years of experience managing and leading teams in a high-volume operational or support environment.
• Proven track record in designing quality assurance, compliance auditing, or predictive risk mitigation workflows.
• Experience commanding high-stakes situations and de-escalating complex multi-party conflicts.
• Strong project management capabilities with the ability to coordinate cross-functional resources.
• Exceptional written and verbal communication skills with the ability to present to executive leadership.

Nice to have

• Understanding of FinTech landscapes, 401(k) regulations, or ERISA compliance standards.
• Advanced proficiency with Salesforce for reporting and workflow automation.
• Experience drafting high-level corporate documentation, including executive incident briefs and post-mortems.

Culture & Benefits

• Comprehensive 401(k) plan with 4% employer match and $0 plan fees.
• Top-tier health, dental, and vision insurance plans.
• Competitive time off and parental leave policies.
• Enhanced mental health support via Lyra and fertility/family-forming benefits via Carrot.
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Access to financial wellness tools and student loan repayment resources.