Manager, Sales Activation Coordinators

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

About the role

As the Manager, Sales Activation Coordinators, you will lead, coach, and scale a high-velocity team of Sales Activation Coordinators (SACs) responsible for the critical front-end onboarding and plan conversion intake process. In this role, you will bridge the gap between Sales and Sales Activation. As a forward-thinking leader, you will champion a tech-forward culture, proactively embracing new technologies, AI/tooling advancements, and workflow enhancements to automate repetitive intake tasks, eliminate bottlenecks, and continuously optimize end-to-end conversion velocity. You will drive operational excellence across client outreach, conversion document retrieval (Adoption Agreements, SPDs, Trust Statements), prior recordkeeper portal access, and Controlled Group structure setup—ensuring a seamless, high-velocity handoff into plan design consultations.

About the team

The Sales Activation Coordinator team is the frontline engine of Human Interest’s onboarding experience. We are the first operational touchpoint for new clients after a deal is closed, setting the stage for retirement plan conversions and new plan launches. Our team thrives in a fast-paced, collaborative environment focused on clear communication, rapid response times, data integrity, and relentless customer advocacy to make retirement accessible to everyone. You will be accountable for hitting key performance metrics, identifying and solving operational blockers, and leading your team to consistently set up and hand off a high volume of plans against monthly targets while delivering an exceptional customer experience.

What you get to do every day

• Lead & Develop: Directly manage, mentor, and coach a team of non-exempt Sales Activation Coordinators, conducting regular 1:1s, performance evaluations, and skill-building sessions to ensure high engagement and career growth.
• Drive Outreach & Intake Velocity: Monitor and enforce strict team SLA adherence, including the Hot Handoff response target and the 4-hour initial client outreach SLA for standard round-robin assignments.
• Accelerate Document Collection: Oversee the end-to-end plan document retrieval workflow (e.g., Adoption Agreements, SPDs, Trust Reports, Discontinuance Letters), minimizing "time-to-first-document" and ensuring secure external admin credential handling via internal vaults and 1Password.
• Ensure Quality & First-Pass Yield: Partner with Quality Control (QC) to review and optimize document package submissions for Benefits Analysis (BA), proactively reducing rejection rates and downstream rework.
• Manage Team Capacity & Coverage: Oversee shift coverage, workload balancing, and the Out-of-Office backup matrix to maintain uninterrupted pipeline progression across operating hours.
• Cross-Functional Collaboration: Partner closely with Sales and Sales Activation Managers to seamlessly onboard plans, solve client escalations. And drive operational excellence.
• Complex Structure Oversight: Ensure accurate division mapping, ownership validation, and entity setups in CRM/Nexus for Controlled Groups prior to plan design handoff.
• Process Optimization: Continuously identify operational friction points, author standard operating procedures,, and lead process improvement initiatives under the Activation Process Change Policy.
• Forecast hand off targets by analyzing trends and pipeline health.
• Champion a culture of accountability, ownership, and continuous improvement while fostering a fun, energetic, and collaborative team environment.

What you bring to the role

• 1+ years of direct people management, team leadership, or formal supervisory experience leading high-volume operational teams.
• Demonstrated experience managing team workflows against strict time-to-contact and turnaround-time SLAs.
• Demonstrated ability to optimize processes, improve operational efficiency, and execute against aggressive targets.
• Operational SLA Management: Demonstrated experience managing high-volume workflows, queue health, and team performance against strict SLAs (e.g., time-to-contact, document collection turnaround time, intake completion rates).
• Strong technical aptitude with CRM and workflow platforms (Salesforce, ChiliPiper, Slack, Google Workspace).
• Tech-Forward & Process Optimization Mindset: Demonstrated track record of embracing new technologies, leveraging digital tools, and proactively identifying opportunities to automate, streamline, and eliminate friction in operational workflows.
• Strong interpersonal skills with a knack for motivating teams, resolving conflict, and collaborating across departments.
• Excellent communication, conflict resolution, and cross-functional stakeholder management skills.
• Bachelor’s degree in Business, Operations, or a related discipline preferred.

Nice to have

• Previous experience in a fast-scaling fintech or retirement technology environment.
• 1+ years of professional experience in 401(k) / retirement services operations, benefits administration, or SaaS client implementation.
• Familiarity with Controlled Group structures, plan design mechanics, and payroll integration workflows (360° / 180° integrations).
• Highly data-driven mindset with expertise in pipeline management, forecasting, and performance coaching.
• Experience utilizing credential vault management tools (e.g., 1Password, Okta) within secure conversion workflows.
• Strong working knowledge of retirement plan documents (Adoption Agreements, SPDs, Form 5500, Trust Reports) and prior recordkeeper operations (e.g., Paychex, ADP, Vestwell, Guideline, Fidelity).
• Proven track record of success in a quota-carrying and target-driven environment.
• Exceptional problem-solving and decision-making skills, with the ability to drive action in a fast-paced, const