layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Senior Manager, Customer Operations at Human Interest, Remote

Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent.
Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness.
Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams.
Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes.
Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape.
Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes.
Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint.
Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders.
Other duties as assigned.

Experience: 4+ years of operational management experience in financial services, fintech, retirement services (401k), or banking, with 2+ years specifically managing other People Managers/Leaders.
Domain Expertise: Deep understanding of money movement processes, transaction lifecycles, and risk controls within a regulated environment.
Leadership Development: Proven track record of developing direct-report managers, setting clear expectations, managing performance, and building high-performing operational teams.
Data-Driven Decision Making: Demonstrated ability to leverage complex data reports, staffing models, and SLA metrics to drive strategy and prioritize trade-offs.
Cross-Functional Influence: Exceptional ability to partner with cross-functional leadership (Product, Engineering, Legal, CS) to align on shared goals and advocate for operational priorities.
Change & Process Management: Experience designing end-to-end operational improvements, scaling processes, and leading large teams through organizational change.
Communication & Integrity: High ethical standards with outstanding written and verbal communication skills tailored for executive leadership.
Nice to have
Bachelor's degree in Business, Finance, Accounting, or a related field.
Direct experience with 401(k) recordkeeping systems, payroll integrations, or complex financial reconciliations.
Formal certification in process improvement methodologies (Lean, Six Sigma) or continuous improvement frameworks.
Experience in high-growth, fast-paced fintech environments.
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.

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

Senior Manager, Customer Operations

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