Manager, Customer Success Operations, Terminations and Deconversions

Human Interest

3d • $75,000 - $90,000 • Remote

About The Position

As an Operations Manager within Customer Success & Operations, you will lead a team responsible for the accurate and timely transition of our clients’ 401(k) plans to new recordkeepers or the closing out of accounts (terminations and deconversions). You will ensure the seamless execution of high-value financial transactions and money movements on behalf of our clients and their participants throughout this complex lifecycle. In this role, you will act as a translator, turning frontline customer experience insights from your team into actionable input for Product and Engineering, while ensuring that product and process changes are operationalized effectively. You will bring a strong understanding of the transaction and termination lifecycle within a 401(k) or similar regulated financial product, pairing that knowledge with a drive to improve, automate, and scale operations—always with the discipline to stay lean and a deep sense of responsibility to the people whose financial futures depend on what we do.

Requirements

• 3+ years of people-management experience leading teams that process financial transactions or money movements in a regulated environment, preferably in retirement plan services or wealth management.
• Direct operational experience with 401(k) plan terminations, deconversions, or mergers is highly required.
• Strong understanding of the transaction lifecycle within a 401(k) or comparable financial product, including the downstream impacts of errors.
• Demonstrated ability to design, implement, and manage rigorous quality control processes and tight SLAs, balancing speed with accuracy in a high-stakes environment.
• A track record of leading operational improvement projects end to end: scoping problems, building solutions, documenting durable SOPs, and scaling what works.
• Experience building, coaching, and developing high-performing teams—including setting KPIs, delivering feedback, managing performance, and cultivating a customer-first mindset.
• Proven instinct for catching errors, spotting potential risks, and building controls that prevent financial losses before they occur.
• Ability to act as a cross-functional translator—synthesizing customer experience insights for Product and Engineering audiences and operationalizing technical changes for frontline teams.
• Exceptional research, analytical skills, and attention to detail appropriate for an environment where financial risks and regulatory consequences are real and substantial.
• Outstanding written and verbal communication skills, with the ability to present operational metrics, risks, and improvement proposals to senior leadership and communicate complex termination issues to clients.

Nice To Haves

• Bachelor's degree in Business, Finance, Accounting, or a related field.
• Direct experience with 401(k) recordkeeping platforms, retirement plan administration, or payroll integrations.
• Experience with reconciliation processes and audit support in a financial services context.
• Familiarity with workflow automation, case management systems, or process-improvement methodologies (Lean, Six Sigma).
• Advanced Excel skills.

Responsibilities

• Coach, develop, and performance-manage a team of Associates and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy.
• Own and enforce quality control processes and SLA management specifically for the termination and deconversion lifecycle, ensuring business tasks are processed with the highest accuracy.
• Establish and monitor KPIs—including accuracy rates, processing cycle times for deconversions, error trends, and customer-impacting metrics—using data to inform decisions and drive continuous improvement.
• Manage escalations involving complex termination issues, system defects, compliance concerns (e.g., final 5500 filings, testing), and delays in transactions/reports.
• Serve as an operational bridge between Customer Success, Product/Engineering, and Compliance: synthesize customer experience insights and process patterns into clear, actionable feedback that shapes product priorities and process design.
• Identify, prioritize, and lead projects that develop, improve, and scale team processes for terminations and deconversions, leveraging systems (SalesForce, Jira, Snowflake, HEX) and automation.
• Develop and meticulously maintain SOPs and supporting materials that are thorough enough to ensure the team can operate consistently and resiliently through volume spikes and regulatory shifts.
• Oversee the team’s core work, including the creation and monitoring of ticketing activity between multiple operational teams to meet SLAs.
• Oversee key financial activities related to terminations, including reconciliation to capture cash/fund imbalances, plan liquidation, cash movements, processing dividends, and plan audit activities.
• Understand and engage fully on capacity planning driven by client attrition volume, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness.
• Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status, required documentation, and follow-up questions.
• Other duties as assigned.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager