Senior Manager, Customer Success & Operations

Human Interest • Lindon, UT

2d

About The Position

The Senior Manager, Customer Success & Operations role is strategic in nature, focusing on ensuring Human Interest's service delivery operates with the highest quality standards. Key responsibilities include building and leading the Quality Assurance team, serving as operational partner to the VP of Customer Success & Operations, and driving cross-functional initiatives that span Customer Success, Operations, Product, and Engineering. The role emphasizes a proactive, data-driven approach to quality management, using monitoring systems and intervention protocols to identify and resolve issues before they impact customers. Additionally, the Senior Manager will play a key role in translating strategic vision into execution, managing special projects and strategic workstreams, and embedding quality excellence throughout our operations as we scale.

Requirements

• 5-7 years of experience in operations, customer success, or quality assurance roles
• 2+ years of people management experience, including hiring and developing teams
• Proven track record of building teams and processes from the ground up
• Strong analytical and problem-solving skills with demonstrated ability to use data to drive decisions
• Exceptional project management abilities with experience managing multiple complex initiatives simultaneously
• Outstanding communication skills, both written and verbal, including executive-level presentations and stakeholder management
• Strategic mindset with ability to anticipate challenges and think several moves ahead
• High degree of business acumen and operational judgment
• Demonstrated ability to influence without authority and build effective cross-functional relationships
• Experience working in fast-paced, high-growth environments with comfort operating in ambiguity

Nice To Haves

• Experience with 401(k) operations, ERISA compliance, or payroll systems
• Technical aptitude with experience implementing monitoring systems, alerting tools, or dashboards
• Prior experience in a strategic operations, business operations, or similar role
• Proven ability to scale operational functions in high-growth technology companies

Responsibilities

• Build, hire, and develop a high-performing Quality Assurance team focused on proactively preventing customer escalations through monitoring of critical metrics across contribution processing, payroll integrations, system stability, and service delivery
• Serve as strategic thought partner and operational right hand to the VP of Customer Success & Operations, translating strategic priorities into actionable plans and driving execution across the organization
• Lead cross-functional initiatives that span Customer Success, Operations, Product, and Engineering to improve service quality, reduce financial liabilities, and optimize operational performance
• Own the proactive monitoring strategy and design alerting systems, intervention protocols, and SLAs for issue detection, response, and resolution across all critical customer escalation drivers
• Drive root cause analysis and partner with Product and Engineering leadership to resolve systemic issues; track and report on financial impact including prevented VFCP payments, QNECs, and penalties
• Prepare executive-level reporting, analysis, and recommendations; manage special projects and strategic workstreams for the VP
• Develop quarterly and annual operating plans for the Quality Assurance function, including goal-setting, resource allocation, and prioritization

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees