Senior Manager, Vestwell Service Center

Lead the 529 & ABLE Service Team

• Directly manage approximately 10 coordinators handling 529 and ABLE program inquiries, ensuring consistent, high-quality service delivery
• Set clear performance expectations, KPIs, and quality standards, and provide ongoing coaching, feedback, and development
• Partner with the QA & Training Manager to ensure coordinator development is data-driven and coaching is targeted and effective
• Identify and develop high performers into future team lead and supervisory roles, building organizational depth over time
• Participate in escalations alongside relationship managers, peers, and leadership when needed, using those interactions as feedback loops to improve processes and reduce recurrence

Drive Operational Efficiency & Scale

• Own the funded accounts-to-FTE ratio for your team and actively manage toward improvement as the business grows
• Identify opportunities to reduce handle time, increase first-contact resolution, and eliminate repeat contacts through process and workflow improvements
• Build and maintain capacity models that give leadership clear, data-backed visibility into staffing needs across growth scenarios
• Partner with finance to model how the team should scale as new business is added — with a focus on doing more with the right people, not simply more people
• Champion a culture of continuous improvement and accountability within your team, connecting day-to-day operations to Vestwell's mission

Advocate for Product Enhancements

• Represent the 529 and ABLE customer and coordinator voice in product planning conversations, grounded in structured data on contact drivers, error patterns, and resolution friction
• Distinguish between isolated issues and systemic problems, and bring prioritized, well-supported enhancement requests to the product team
• Come to product conversations prepared with contact volume by category, error rates, estimated deflection impact, and a clear point of view on priority
• Close the loop — track whether shipped product changes actually reduce inbound volume or improve resolution, and report back to leadership and product with findings

Manage Performance & Human Capital

• Establish clear performance standards and differentiate coaching and development investment based on individual needs and potential
• Identify performance gaps early, document fairly, and partner with HR to manage improvement plans with care and consistency
• Ensure strong performers have visible growth paths and feel invested in
• Partner with HR on succession planning and role design as the team evolves

Deliver Reporting & Insights

• Own a regular operational dashboard covering contact volume, handle time, first-contact resolution, error rate, and coordinator utilization
• Present findings to leadership in a format they can act on and share with senior leadership
• Track the impact of process and product changes over time, and use data to inform future recommendations

Requirements

• 4–7 years of experience managing a service or operations team, ideally in a regulated, high-volume environment
• Demonstrated ability to improve operational efficiency — specific metrics or processes improved
• Strong analytical skills and comfort using data to identify trends, build a case, and track outcomes
• Experience working with a Product team — translating operational pain into clear product conversations
• Management experience: setting expectations, developing talent, and managing performance thoughtfully and fairly
• Excellent written and verbal communication skills
• Comfort building structure in ambiguous environments

Nice-to-Haves

• Knowledge of 529 and/or ABLE programs
• Experience in fintech, financial services, or another regulated consumer-facing environment
• Familiarity with workforce management, capacity planning, or service analytics tools
• Experience developing team leads or supervisor-level roles from individual contributors