Operations Manager

Summary

• Salary : $70,000 and a generous benefits package

• Employment type : Full-time

• Location : Financial District, New York City

• In-office work requirement : 5 days a week in the office

Overview of PensionBee

PensionBee is a leading online retirement account provider, making retirement saving straightforward and accessible for as many people as possible. We help customers consolidate old retirement accounts by enabling them to easily roll over existing 401(k)s and Individual Retirement Accounts (IRAs) into a new PensionBee IRA. Customers can access their accounts from our website or mobile app, giving them visibility of their savings and access to planning tools that help them prepare for retirement with confidence.

Operating in the UK since 2014, PensionBee manages over $8 billion globally for over 286,000 customers. We launched in the US in 2024, where we adapted our award-winning brand, technology, customer service, and robust knowledge of the complexities of the retirement industry to the US market. Our rapidly growing team, sitting in our NYC headquarters, is dedicated to building retirement confidence for millions of American savers.

The Role

🚀 Ready to make a real impact in a high-growth fintech startup? We're looking for a driven Operations Manager to join our NYC team. This is a unique opportunity to play a critical role in shaping our operations and ensuring a seamless customer experience. You'll work closely with the VP of Operations, diving into key areas like customer service, rollovers and transfers, and quality assurance. This role requires a proactive, collaborative approach and a passion for building efficient and scalable processes.

What You'll Be Doing

As a key member of our growing team, you'll blend hands-on customer advocacy with operational strategy. You will be responsible for:

• Frontline Customer Management : Serve as a dedicated point of contact for customers, building strong relationships while guiding them through the entire 401(k) rollover and IRA transfer process. You will respond to customer questions across live chat, email, and phone to ensure their needs are met successfully and within company SLAs.

• Process Optimization : Use your direct customer experience to analyze existing transfer and service processes to help develop and streamline more efficient and scalable pathways that improve customer satisfaction and account consolidation timelines.

• Data Analysis : Prepare regular reports (daily, weekly, monthly, and quarterly) to evaluate performance, identify trends, and propose opportunities to maximize efficiency.

• Cross-Functional Collaboration : Act as a crucial link between our customers and internal teams, partnering with product and development to provide valuable insights that will directly influence our product roadmap.

• Team Enablement : Help build our operational foundation by creating and refining training materials, standard operating procedures (SOPs), and other resources that empower the entire customer service team to excel.

• Independent Project Ownership : As a self-starter, you will take ownership of key initiatives and complex projects, monitoring performance metrics and implementing data-driven solutions to optimize team effectiveness.

What You'll Bring to the Table

• 3+ years of experience in business operations, program/project management, consulting, or a related field. Experience in a fintech or tech startup is a strong plus.

• Exceptional attention to detail and organizational skills, with the ability to manage multiple projects effectively in a fast-paced environment.

• A love for experimentation , with a test & learn mentality that extends to optimizing technical systems and outdated manual processes.

• Strong analytical prowess , with the ability to interpret and transform large data sets of complex information into easily digestible readouts for all stakeholders in the organization, from C-Suite to entry-level.

• A proactive, problem-solving mindset with a passion for identifying and implementing innovative solutions.

• Excellent written and verbal communication skills , with a demonstrated ability to collaborate effectively across teams.

• A self-starter attitude with the ability to manage complex projects independently and take ownership of key initiatives.

• Familiarity with CRM and project management tools (e.g., Google Workspace, Slack, Asana, Salesforce) is a plus

• Prior knowledge of the US retirement landscape.

Compensation and Benefits

• Salary : $70,000

• 33 days of paid time off , including relevant Federal Holidays.

• Separate paid sick leave policy .

• 401(k) access with a 3% contribution and immediate vesting.

• 100% paid health, dental, vision, and life insurance for the employee, as well as long-term disability.

• Access to several other wellness perks and policies.

How to Apply

If you wish to apply for this role, please provide a Resume and Cover Letter . Due to the large volume of applications we receive, we may not be able to get back to all candidates.

Additional information
As a financial institution, PensionBee will conduct appropriate background checks on the successful candidate prior to the start date.At PensionBee, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.