Vestwell is hiring a

Manager, Operations

New York, United States

Who are we?

Vestwell believes that all Americans should have easy access to a retirement account which is why we’ve created a digital platform that makes it simpler to offer and administer 401(k) plans. By combining the expertise of an advisor with the sophistication of a technology provider, we’ve modernized the retirement offering while removing traditional friction points. As a result, advisors get an easy button for expanding their business, employers get a cost effective solution without the administrative burden, and employees get a user friendly portal that helps them achieve their long term saving goals.

Why Vestwell?

With backing from leading Fintech and Finserv investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of change in the $11 trillion 401(k) market. Our team believes in the mission we’ve set out to achieve and we’re working hard to get there. We’re ambitious, honest, thoughtful, and fun. Oh, and we’re really good at ping pong.


Who are we looking for?

We are on the hunt for an experienced a Operations Manager to help us set the standards for signature client care at Vestwell. You will be responsible for creating frameworks that increase adoption, ensure retention, and deliver satisfaction to our growing client base - handling both inbound and outbound communication. This role will report to the Director of Client Service and partner cross-functionally to ensure we are delivering consistent, timely service.

As an ideal candidate, you have spent time in various client-facing roles across operations, technical support, and/or customer service. More importantly, you’re thrilled by the challenge of building and managing a high-performing team. You love developing individuals at all stages of their careers, but you’re not afraid to get your hands dirty. You’re exceptional at managing multiple competing priorities and adapting to a flexible and fast-paced environment. We’re an early stage startup after all. Last, but certainly not least, you’re driven by a fresh perspective and entrepreneurial spirit.


What will you be doing at Vestwell?

  • Manage day-to-day operations team, plan implementations and transactional processing
  • Develop appropriate foundational metrics and KPIs for client services to shed light on the productivity and efficiency of our customer approach.
  • Consistently measure, track, and report valuable insights to key stakeholders.
  • Drive game-changing strategies to build best-in-class customer relations including researching/implementing the right tools and interactions frameworks (email, phone, messaging, etc).
  • Continually measure and evaluate all work processes using lean, DMAIC, and other improvement methods—identifying root causes and implementing corrective actions to improve accuracy, productivity, and quality.
  • Champion cross-functional projects with sales, marketing, relationship management and operational teams to ensure a seamless customer experience through all channels.
  • Develop action plans that drive process improvements to keep pace with our explosive growth while motivating others to meet the challenges of a performance-based culture.

Requirements

The Necessities

  • 2-5 years of experience in a Operations, Customer Experience, Client Services, and/or Consulting role, preferably for an enterprise company that had you at the helm of an expanding team.
  • Experience managing a customer service environment with Phone, Email, Chat & Social queues.
  • Demonstrated ability to influence, manage, and present ideas via clear written and oral communication.
  • Self-starter who can operate well in a collaborative team environment and adapt effectively to changing business priorities/strategies.
  • Good knowledge of Salesforce Service Cloud (or similar tool).
  • Proven ability to prioritize multiple projects and tasks, adapt to changing needs, and tackle new challenges daily!



The Extras

  • Bachelor’s Degree from an accredited four-year college or university.
  • Early stage startup and/or Financial Services experience

Benefits

We’re an early stage startup with lots of exciting milestones ahead. We value health and wellness at Vestwell and, as such, offer competitive health coverage, an open vacation policy, cappuccino & healthy snacks, and a bright, comfortable office with lots of workspace options so you can be comfortable and as productive as possible. And naturally we have a great 401(k) plan!

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