Senior Manager, Customer Success & Operations

Human Interest•Lindon, UT

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.

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