Manager, Strategic Resolutions

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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 Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

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 annually and represents the minimum in our lowest geographic region to a maximum in 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.

We’re a great place to work (but don’t take our word for it) 

Here’s a list of our 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)

Human Interest 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 Human Interest 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.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.

Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

See more: https://humaninterest.com/disclosures