Manager, Strategic Resolutions

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 The Manager, Strategic Resolutions is a high-impact, leadership role within the Customer Success & Operations (CS&O) ecosystem. This individual will lead an elite team of technical experts and resolution specialists responsible for navigating, stabilizing, and resolving the organization’s most complex, sensitive, and highly escalated customer challenges. This is not a traditional, reactive escalation handling role. The ideal candidate is a proactive strategist who leverages deep operational expertise, data metrics, and rigorous quality-review frameworks to discover systemic risks and behavioral gaps before they manifest as customer-facing issues. The Manager will serve as both the executive backstop during high-pressure crises and an internal auditor—continually assessing the organization’s customer response execution to elevate quality, optimize processes, and partner cross-functionally to build a flawless client experience. About the team The Strategic Resolutions team operates as the premier defense, quality governance, and optimization engine within CS&O. We are an elite unit designed to step into high-stakes, chaotic situations to restore operational excellence, while simultaneously engineering the guardrails that prevent those situations from occurring in the first place. Our team specializes in advanced problem-solving, predictive risk mitigation, and cross-collaborative cleanup efforts. We view customer interactions as a critical data source. Our mandate is split between reactive mastery and proactive defense: we aggressively contain active incidents, while aggressively utilizing our time and expertise to audit organizational response patterns, identify upstream vulnerabilities, and see long-term process enhancements through to completion. What you get to do every day Proactive Risk Mitigation & Quality Governance Utilize deep operational and industry expertise to design and execute comprehensive quality-review frameworks, auditing the organization’s customer response execution to catch process deviations early. Proactively analyze account data, system-generated alerts, and communication logs to isolate, track, and patch operational risks before they escalate into client-facing issues. Partner with Customer Success and Operations enablement teams to translate quality audit findings into immediate coaching loops, training programs, and systemic guardrails. High-Stakes Escalation & Incident Management Lead, mentor, and scale an agile team of experienced individual contributors specializing in complex incident resolution and high-pressure customer de-escalations. Serve as the senior point of escalation for high-impact, sensitive cases, utilizing assertive communication and negotiation skills to find common ground between client expectations and business constraints. Maintain a rigorous hold-accountability framework, ensuring the team acts with high autonomy to deliver timely, effective, and compliant resolutions. Cross-Functional Accountability & Root-Cause Re-engineering Partner dynamically with internal stakeholders across Product, Engineering, Operations, and Legal to investigate the root causes of systemic failures and push long-term structural solutions. Hold cross-functional teams accountable to delivery timelines, engineering fixes, and customer commitments during complex operational cleanups. Lead comprehensive post-mortem analyses following major incidents, translating technical breakdowns into clear, professional documentation and actionable improvement roadmaps. Data-Driven Governance & Operational Excellence Utilize data and reporting suites to track escalation trends, identify operational bottlenecks, and make high-level business decisions regarding resource allocation and process mechanics. Formulate and enforce strict documentation standards, ensuring all actions, event timelines, and resolutions are precisely archived for auditability and compliance. Continuous optimization of workflows within CRM platforms (e.g., Salesforce) to streamline communication, reduce resolution cycle times, and maximize team SLA adherence. Leadership Skills Coach, develop, and performance-manage a team of experienced individual contributors and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy. What you bring to the role Minimum of 3+ years of experience directly managing and leading teams in a high-volume capacity, with a verified track record of delivering operational results and elevating team performance. Proven experience designing or executing quality assurance, compliance auditing, or predictive risk mitigation workflows within an operational or customer support environment. Experience successfully commanding high-stakes, high-pressure situations, de-escalating tense multi-party conflicts, and driving mutually beneficial resolutions. Strong end-to-end project management capabilities, including the ability to independently define goals, coordinate cross-functional resources, and see complex initiatives through to completion. Exceptional written, verbal, and assertive communication skills. Demonstrated ability to confidently present data, root-cause analyses, and resolution strategies to customers, cross-functional peers, and executive leadership. High technical and analytical aptitude; ability to look past surface-level complaints to diagnose the systemic root causes of operational failures. Nice to have A comprehensive understanding of FinTech landscapes, 401(k) regulations, ERISA compliance standards, or retirement platform recordkeeping mechanisms. Advanced proficiency with Salesforce or similar customer-relation and workflow management software to build reports, analyze trends, and automate outreach. Directly demonstrated experience drafting high-level corporate documentation, including executive incident briefs, post-mortems, and internal knowledge base repositories. 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 Ori…