Manager, Customer Success Operations, Terminations and Deconversions

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

About the role

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.

About the team

The CS Operations organization sits at the heart of Human Interest's mission to make retirement savings accessible. Our teams ensure high-value financial transactions for thousands of participants every day are handled seamlessly—ensuring every dollar lands in the right place, on time, and in full compliance with regulatory requirements. We operate in a highly regulated environment where errors carry real and substantial financial risk, so precision is non-negotiable. We maintain data integrity through rigorous review, quality control, and escalation protocols, and we collaborate closely with Customer Success, Engineering, Product, and Compliance to optimize workflows, surface operational insights, and continuously improve the customer experience.

What you get to do every day

• 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.

What you bring to the role

• 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 Have

• 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.

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $75,000 - $90,000 per year and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

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.

We’re a great place to work (but don’t take our word for it) 

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024) 
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.

Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

See more: https://humaninterest.com/disclosures