Manager, Customer Success Operations, Terminations and Deconversions

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.