Senior Manager, Vestwell Service Center

Vestwell•Scottsdale, AZ

1d•$95,000 - $105,000•Hybrid

About The Position

Vestwell is seeking a Senior Manager to lead its 529 and ABLE Service Center team. The company is a financial technology platform focused on redefining how people save for retirement, education, and healthcare. Vestwell serves a diverse clientele and is experiencing growth, necessitating a scalable and efficient service operation. This role involves directly managing a team of approximately 10 employees, focusing on operational capacity, team development, and product enhancements to improve service delivery. The ideal candidate will have experience leading service or operations teams in a regulated environment, with a proven track record of improving efficiency and a strong interest in leveraging technology and process improvements. This position requires collaboration with various internal teams, including Service Center leadership, QA & Training, the IRA team, relationship managers, and the product organization, to ensure the service experience aligns with Vestwell's growth. The role is a blend of people leadership, operational strategy, and cross-functional influence.

Requirements

4–7 years of experience managing a service or operations team, ideally in a regulated, high-volume environment.
Demonstrated ability to improve operational efficiency, with specific examples of metric, ratio, or process improvements.
Strong analytical skills and comfort using data to identify trends, build a case, and track outcomes.
Experience working with a Product team, understanding how to translate operational pain into clear Product conversations.
Management experience: setting expectations, developing talent, and managing performance thoughtfully and fairly.
Excellent written and verbal communication skills, with the ability to present clearly to both front-line teams and senior leadership.
Comfort building structure in ambiguous environments and creating process where little exists.
Knowledge of 529 and/or ABLE programs.
Experience in fintech, financial services, or another regulated consumer-facing environment.
Familiarity with workforce management, capacity planning, or service analytics tools.
Experience developing team leads or supervisor-level roles from individual contributors.

Responsibilities

Lead the 529 & ABLE Service Team, directly managing approximately 10 coordinators handling program inquiries and ensuring consistent, high-quality service delivery.
Set clear performance expectations, KPIs, and quality standards, providing ongoing coaching, feedback, and development.
Partner with the QA & Training Manager to ensure coordinator development is data-driven and coaching is targeted and effective.
Identify and develop high performers into future team lead and supervisory roles.
Participate in escalations alongside relationship managers, peers, and leadership, using interactions as feedback loops to improve processes.
Drive Operational Efficiency & Scale by owning the funded accounts-to-FTE ratio and actively managing toward improvement.
Identify opportunities to reduce handle time, increase first-contact resolution, and eliminate repeat contacts through process and workflow improvements.
Build and maintain capacity models for clear, data-backed visibility into staffing needs across growth scenarios.
Partner with leadership and finance to model team scaling as new business is added, focusing on efficiency.
Champion a culture of continuous improvement and accountability within the team.
Advocate for Product Enhancements by representing the customer and coordinator voice in product planning conversations, grounded in data.
Distinguish between isolated issues and systemic problems, bringing prioritized enhancement requests to the product team.
Manage Performance & Human Capital by establishing clear performance standards and differentiating coaching based on individual needs.
Identify performance gaps early, document fairly, and partner with HR to manage improvement plans.
Ensure strong performers have visible growth paths and feel invested in.
Partner with HR on succession planning and role design.
Deliver Reporting & Insights by owning a regular operational dashboard covering key metrics.
Present findings to leadership in an actionable format.
Track the impact of process and product changes and use data to inform future recommendations.