Product Operations Manager

Salary: [Not Specified] Location Type: [Not Specified] Employment Type: [Not Specified]

Position Overview

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. We are a high-growth fintech company changing the retirement industry, making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

The Product Operations Manager plays a critical role within the Product organization, acting as a liaison between Product, Operations, and Customer Success. This role is responsible for improving user flows related to Human Interest’s integrations with payroll providers.

Responsibilities

• Triage and troubleshoot incoming issues related to payroll provider integrations, and collaborate with product and engineering to solve root cause issues.
• Conduct reviews of operational processes to identify automation opportunities and reduce friction points in 401(k) money movement processes.
• Proactively monitor issues using dashboards and queries to resolve issues before they impact customers.
• Embody the “Voice of the Customer” by working with cross-functional stakeholders to surface key insights.
• Create and update support documentation to improve resolution times.
• Conceive and implement projects to drive product initiatives and achieve core team goals.

Requirements

• 3-5 years of experience in technical onboarding, product operations, customer support, or a related technology role working with product and engineering.
• Track record of working cross-functionally in a fast-paced environment to resolve complex problems.
• Ability to solve immediate customer issues with a bias for action, and build better processes for operational efficiency.
• Working knowledge of integration technologies (APIs, SFTP, etc.) and analytical tools (SQL, Excel, etc.).
• Profound customer empathy and the ability to advocate for them.

Company Information

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. We offer 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 our team's contributions.

Our Product Values:

• Build trust through accurate and auditable systems.
• Work backwards from a bold vision.
• Strive for simplicity.
• Lead with empathy for our customers.
• Focus on outcomes over outputs.

Investors: Marshall Wace, Baillie Gifford, BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

Operating Principles:

• Customer obsession: We're all about... [Content truncated]

Application Instructions

[Not Specified]