Senior Manager, Customer Operations & Transaction Excellence – Leading Operational Strategy, Team Leadership, and Client Success at brighthush

About brighthush

At brighthush, we’re on a bold mission: to close the retirement gap that leaves millions of workers without a secure financial future. In a world where more than half of all working Americans are not saving enough for retirement, brighthush is redefining what it means to offer a retirement plan. By making high‑quality, affordable retirement solutions accessible to small and medium‑sized businesses, we empower employees to build lasting financial independence.

Our journey began with a simple idea—retirement should be a right, not a privilege. Today, brighthush is a high‑growth fintech disruptor that blends cutting‑edge technology, deep regulatory expertise, and a relentless focus on people. We’re backed by a coalition of visionary investors who share our commitment to financial inclusion, including brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush. This support fuels our rapid expansion and our ability to innovate at scale.

As we continue to scale, we’re looking for a Senior Manager of Customer Operations who can translate strategy into action, lead high‑performing teams, and elevate the customer experience across every transaction touchpoint. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on people’s financial futures, we want to hear from you.

Why Join brighthush?

At brighthush, you’ll be part of a movement that’s reshaping the financial landscape for millions of workers. Our culture is built on five core principles:

• Customer Obsession – Every decision starts with the employee’s needs.
• Long‑Term Orientation – We invest in sustainable growth and lasting impact.
• Autonomous & Accountable Teams – Empowerment drives innovation.
• Escalating Bar for Talent – We continuously raise the standard of excellence.
• Fundamental Optimism – We see challenges as opportunities for breakthrough.

These values guide our day‑to‑day operations, shape our hiring decisions, and define the collaborative spirit that permeates every team at brighthush. We offer a dynamic, inclusive, and growth‑oriented environment where your ideas can shape the future of retirement solutions.

Role Overview

As the Senior Manager, Customer Operations & Transaction Excellence, you will be the linchpin that connects frontline execution with strategic leadership. Reporting directly to the Senior Director of Operations, you will oversee a multi‑team organization of Operations Managers who ensure that every money movement—contributions, rollovers, and distributions—is executed accurately, on time, and in full compliance with regulatory mandates.

Your influence will span the entire customer journey: from onboarding new clients to resolving complex escalations, from refining processes to shaping product roadmaps. You will mentor managers, scale high‑volume transaction operations, and harness data insights to elevate customer satisfaction while maintaining a lean, efficient operational footprint.

Key Responsibilities

Leadership & Team Development

• Directly manage, coach, and develop a cohort of Operations Managers, fostering a culture of accountability and continuous improvement.
• Set clear performance expectations, establish ambitious KPIs, and create a robust pipeline of future operational leaders.
• Facilitate regular one‑on‑one and team meetings to align on goals, share best practices, and celebrate successes.
• Champion a high‑performance culture that rewards innovation, ownership, and collaboration.

Strategic Alignment & Vision

• Translate the company’s strategic objectives into actionable operational plans that drive efficiency, quality, and scalability.
• Collaborate with Product, Engineering, and Compliance teams to shape the roadmap for transaction processing and customer experience enhancements.
• Conduct regular market and competitor analysis to identify opportunities for process improvement and service differentiation.
• Lead cross‑functional initiatives that align operational excellence with business growth and regulatory compliance.

Operational Excellence & Process Optimization

• Oversee end‑to‑end transaction workflows, ensuring accuracy, speed, and compliance across all touchpoints.
• Implement and refine SOPs, automation strategies, and quality controls to reduce error rates and operational costs.
• Leverage data analytics to monitor performance, identify bottlenecks, and drive continuous improvement.
• Develop and maintain dashboards that provide real‑time visibility into key metrics such as transaction volume, SLA adherence, and customer satisfaction.

Customer Experience & Escalation Management

• Serve as the escalation point for high‑impact customer issues, ensuring timely resolution and root‑cause analysis.
• Partner with Customer Success to translate feedback into actionable process improvements.
• Champion a customer‑centric mindset across the operations organization, embedding empathy and proactive problem‑solving into daily workflows.
• Drive initiatives that enhance the overall customer journey, from onboarding to ongoing support.

Compliance & Risk Management

• Maintain deep knowledge of relevant regulations (e.g., ERISA, IRS, SEC) and ensure all operations adhere to legal and policy requirements.
• Collaborate with Legal and Compliance teams to develop audit‑ready documentation and controls.
• Lead risk assessments and mitigation plans for operational processes, ensuring minimal exposure to regulatory or financial risk.
• Stay abreast of regulatory changes and proactively adjust processes to maintain compliance.

Technology & Automation Leadership

• Work closely with Engineering to design and implement automation solutions that streamline transaction processing.
• Evaluate and adopt new technologies (e.g., AI, machine learning, robotic process automation) to enhance operational efficiency.
• Ensure seamless integration of operational workflows with the brighthush platform and partner systems.
• Champion a culture of continuous learning around emerging tech trends that impact operations.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Operations, or a related field; MBA or advanced degree preferred.
• 10+ years of progressive experience in operations, with at least 5 years in a leadership role within a fintech, financial services, or regulated industry.
• Proven track record of managing high‑volume transaction processing and achieving operational KPIs.
• Deep understanding of retirement plan regulations (ERISA, IRS, SEC) and compliance frameworks.
• Strong analytical mindset with experience using data analytics tools (SQL, Tableau, Power BI) to drive decision‑making.
• Exceptional communication skills, capable of translating complex operational concepts to both technical and non‑technical stakeholders.
• Demonstrated ability to build, coach, and inspire high‑performing teams in a fast‑paced environment.
• Experience with process improvement methodologies (Lean, Six Sigma, Kaizen) and automation initiatives.
• Proficiency in project management tools (Jira, Asana, Trello) and workflow orchestration platforms.
• Commitment to continuous learning and staying current with industry trends and regulatory updates.

Preferred Qualifications

• Experience leading operations for a retirement plan provider or a similar regulated financial product.
• Background in building and scaling customer‑centric operational frameworks.
• Hands‑on experience with API integrations, payroll systems, and third‑party service providers.
• Knowledge of AI/ML applications in financial operations and risk management.
• Certified Six Sigma Green Belt or Black Belt.
• Fluency in multiple languages, especially Spanish, to support a diverse workforce.

Key Skills & Competencies

• Strategic Thinking & Execution
• Operational Leadership & Team Building
• Process Improvement & Automation
• Data‑Driven Decision Making
• Regulatory & Compliance Expertise
• Customer‑Centric Mindset
• Project & Change Management
• Excellent Written & Verbal Communication
• Adaptability & Resilience
• Stakeholder Management & Collaboration

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry itself. As Senior Manager, you will:

• Progress to Director of Operations or VP of Customer Experience, influencing company‑wide strategy.
• Lead cross‑functional initiatives that shape product development, compliance, and global expansion.
• Participate in executive leadership forums, gaining exposure to board‑level decision making.
• Access a robust learning ecosystem, including mentorship programs, industry conferences, and internal knowledge‑sharing sessions.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.

Work Environment & Culture

Our teams thrive in an environment that blends flexibility with purpose. brighthush offers:

• Hybrid work model with flexible hours to support work‑life balance.
• Inclusive culture that values diverse perspectives and fosters belonging.
• Collaborative spaces that encourage cross‑team innovation.
• Regular town‑halls, hackathons, and “innovation days” to spark creativity.
• Transparent communication from leadership, ensuring everyone understands the company’s vision and progress.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards and your experience.
• Performance‑based bonuses tied to operational excellence and customer satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to support your retirement goals.
• Generous paid time off, parental leave, and flexible vacation policies.
• Wellness programs, including gym memberships, mental health resources, and mindfulness sessions.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to lead a high‑impact operations team, drive transformative change, and help millions of workers secure their financial future, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and be part of a mission that matters—one transaction at a time.