Product Operations Manager, Integrations

Summary

Join Human Interest, a high-growth fintech company revolutionizing the retirement industry, as their Product Operations Manager. You will be a key liaison between Product, Operations, and Customer Success teams, focusing on improving user flows related to payroll provider integrations. Daily responsibilities involve troubleshooting integration issues, identifying root causes, and collaborating with product and engineering teams for solutions. You will also conduct operational process reviews to identify automation opportunities and proactively monitor issues to prevent customer problems. The role requires strong cross-functional collaboration, customer empathy, and a bias for action. Human Interest offers a robust benefits package and a mission-driven work environment focused on closing the retirement gap.

Requirements

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

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 look for automation opportunities and reduce friction points in 401(k) money movement processes
• Proactively monitor issues using dashboards and queries to resolve issues before they result in customer problems
• Embody the “Voice of the Customer” by working with cross-functional stakeholders to surface key insights
• Create and update support documentation to make resolution times faster and faster
• Conceive and implement projects to drive product initiatives to achieve core team goals

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