Manager of Strategic Resolutions

About the role

Join Human Interest, a mission-driven company focused on closing the retirement gap for employees at small and medium-sized businesses. As the Manager of Strategic Resolutions, you will lead a team of technical experts and resolution specialists to navigate and resolve complex customer challenges. You will also proactively identify systemic risks and behavioral gaps, optimize processes, and enhance the client experience. This role offers a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated team. Key missions: Lead and mentor a team of technical experts and resolution specialists to navigate and resolve complex customer challenges.. Design and execute comprehensive quality-review frameworks to proactively identify and mitigate operational risks.. Collaborate with cross-functional teams to investigate root causes of systemic failures and implement long-term structural solutions. Profile: - High technical and analytical aptitude; ability to look past surface-level complaints to diagnose the systemic root causes of operational failures - Experience successfully commanding high-stakes, high-pressure situations, de-escalating tense multi-party conflicts, and driving mutually beneficial resolutions - 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 - 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 - 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 - A comprehensive understanding of FinTech landscapes, 401(k) regulations, ERISA compliance standards, or retirement platform recordkeeping mechanisms - Directly demonstrated experience drafting high-level corporate documentation, including executive incident briefs, post-mortems, and internal knowledge base repositories - Advanced proficiency with Salesforce or similar customer-relation and workflow management software to build reports, analyze trends, and automate outreach