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.

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $90,000 - $115,000 annuallyand represents the minimum in our lowest geographic region to a maximumin our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, 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 of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

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.