Manager, Operations

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization 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. The organization 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.

The organization is a high-growth fintech company changing the retirement industry. It is backed by a number of investors.

About the role

As a Manager in Operations, you will lead a high-performing team to drive excellence and scale within a rapidly growing organization. Strategic and process-driven, you will coach your team to meet career goals while upholding robust KPIs to ensure financial transactions are completed with total accuracy. By investigating technical root causes and optimizing internal capacity, you will proactively enhance the client experience, ensuring seamless onboarding and high-quality service. Your leadership will bridge the gap between cross-functional initiatives and client needs, safeguarding operational integrity to sustain the organization’s growth.

What you get to do every day

Enthusiastically coach and develop a team of Operations Specialists/Associates
Manage escalations, carefully managing complex issues to a full resolution
Coach and develop team members to meet their career and business goals
Monitor and react to changes in leading Indicators and other KPIs to drive excellence in processing financial transactions.
Identify and solve for process improvements
Ensure excellent customer service by monitoring productivity and quality of the team
Investigate technology issues, identify root causes, and work with various departments to develop and implement solutions.
Utilize retirement service knowledge to answer questions or work to gather details from others to accomplish the teams original question
Keep team updated on new processes and product enhancements
Increase efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
Take part in cross functional initiatives/projects
Partner with peers and manager on staffing and training needs
Proactively work to improve efficiencies and effectiveness of the team
Balance workload within team and across teams
Anticipate needs of the team as new clients are on boarded by the sales team, communicate to leadership and peers of needs
Other duties as needed

What you bring to the role

Bachelor’s degree or equivalent experience
3 years of experience in Contact Center, Financial Services Management or related position
Knowledge of Retirement Plan Services Payroll and record keeping operations is a plus
Proven leadership skills
Strong interpersonal communication skills (written and verbal)
Passion for coaching and developing your team
Possess organizational and analytical skills, including the ability to use data to inform business decisions and achieve goals
Love for process improvement. You’re constantly on the lookout to improve inefficiencies for your team
Ability to work cross functionally on issue resolution and project/technology implementation
Self driven with a joy for learning new programs, systems, and tools
Meticulous attention to detail
High care/low ego approach to your work
Proficiency in Google Suite
Eagerness to promote change

Why you will love working here

The organization 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. Significant progress has been made, but there is still growth ahead, offering a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. The organization values hard work and recognizes that the team’s contributions are key to its continued success.

Join the organization and make a lasting impact by shaping the future of retirement.

The operating principles define how the team works together. They reflect the organization’s unique view on what’s important and what’s right. Documenting this core aspect of the culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at the organization.

Customer obsession: The team is all about creating amazing experiences for customers. Their needs are put first and the team goes the extra mile to make them smile.
Long-Term Orientation: The team is not just playing for today; they are building a legacy. They think big, plan strategically, and invest in the future.
Autonomous and Accountable Teams: The organization trusts team members to take ownership and make smart decisions. You are empowered to be your best self!
An Escalating Bar for Talent and Performance: The team is constantly raising the bar and challenging themselves to be better. There is a belief in growth and continuous improvement.
Fundamental Optimism: The glass is seen as half full (and then filled up with more amazing ideas!). There is a belief in the power of positivity and the potential for greatness.

Compensation – At the organization, there are a number of factors that are used to determine the appropriate pay range for each position. The cost of labor for each position in various markets across the U.S. is taken into account. The base salary for this position spans $70,000 – $75,000 and represents the minimum in the lowest geographic region to a maximum in the highest geographic region.

The salary offered to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. Base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, salary history, or criminal history are not inquired about prior to a conditional offer of employment.

Benefits

A great 401(k) plan: The organization’s own! The 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.

The organization is a great place to work (but don’t take our word for it)

Here’s a list of awards and accolades:

Certified as a Great Place To Work® (2023-2025)
Fortune Best Place to Work in the Bay Area (2024)
Best Places to Work by Built In (2023-2024)
America’s Best Startup Employers by Forbes (2020-2022, 2024)
A Top Company by Y Combinator (2020-2023)
Inc. Fastest Growing Companies (2021)

The organization is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with the organization is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

The organization is committed to making every stage of its application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.

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