$95,700.00 - $148,340.00
The Manager, Operations & Client Engagement helps improve client and participant outcomes by connecting client insight, operational data, process improvement, and cross-functional execution. Building on a strong understanding of Sales, client needs, and recurring friction points, this role translates feedback and operational signals into practical recommendations and defined improvement efforts.
The role serves as an important partner to Sales, RPAMs, Operations process owners, and other functions. It continues to provide critical research, reporting, Salesforce, and sales-related support while helping the organization move from resolving individual requests to identifying patterns, improving processes, and delivering more consistent client outcomes.
Essential Functions for this role include:- Analyze client, participant, Sales, service, and operational information to identify recurring friction, risks, and improvement opportunities.
- Translate findings into practical recommendations for Operations and cross-functional partners.
- Develop reporting that helps leaders understand patterns, actions, and results.
- Support follow-through by connecting client feedback and operational signals to defined improvement efforts.
- Research and coordinate responses to participant, plan sponsor, and sales-related inquiries that require information across systems or functions.
- Provide account research, reporting, Salesforce support, and operational insight for defined Sales needs.
- Help distinguish between individual client requests and recurring issues that may require broader process improvement.
- Partner with process owners to understand intended client outcomes, identify root causes, and prioritize practical improvements.
- Own defined improvement efforts with clear outcomes, scope, partners, and measures of success.
- Help translate recurring client and Sales feedback into scalable improvements where appropriate.
- Monitor implementation and results, recommend adjustments, and capture lessons learned.
- Coordinate with Sales, Operations, Product, Technology, Marketing, Legal/Compliance, and service providers to execute agreed-upon improvements.
- Bring the appropriate partners together, clarify actions and ownership, and support progress through implementation.
- Represent client, Sales, and operational considerations in assigned initiatives.
- Performs other duties as assigned
If you have the following skills, we encourage you to apply:- Client and business orientation
- Analytical problem-solving and root-cause analysis
- Process improvement and operational execution
- Cross-functional partnership and influence
- Ability to translate insight into practical recommendations and actions
- Sound judgment and comfort operating through ambiguity
- Relationship management and stakeholder collaboration
- Attention to detail and data accuracy
- Regulatory and retirement plan operational knowledge
- Clear written and verbal communication
To benefit your career and support your wellbeing, we offer:- Competitive Total Rewards package, including base pay, incentive programs, benefits, and a 401(k) plan with matching contributions
- Flexible and hybrid work schedules to support work-life balance
- Tuition reimbursement to support continued education
- Professional and career development opportunities, including courses and certifications
- Comprehensive wellness programs promoting physical, mental, and emotional health
- Volunteerism initiatives to encourage community engagement
