Hybrid Operations Manager

at Clasp

• Job title: Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $95,000 - $135,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Boston, United States

About the role

• Operations Manager overseeing end-to-end repayment operations for the fintech startup Clasp. Ensuring accuracy and compliance while managing complex workflows and supporting partner success.

Responsibilities

• Own end-to-end repayment operations, ensuring accuracy, timeliness, and compliance.
• Oversee monthly repayment cycles: QA repayment schedules, validate rosters, and deliver accurate repayment invoices to our partners.
• Manage manual exceptions (e.g., pay-by-phone with loan servicers), track exceptions, and help identify trends or inefficiencies to inform process improvements.
• Handle escalations such as reversals, failed transactions, and late employer funding; design playbooks to standardize responses.
• Advocate for gaps in our platform and collaborate with Product to scope and test platform improvements.
• Partner with Finance to reconcile employer funds and repayment confirmations.
• Support Partner Success to ensure smooth employer repayment operations and resolve partner-related issues.
• Build and maintain standard operating procedure with a lens to continuously identify opportunities to improve efficiency and scalability.

Requirements

• 3–5 years of experience in operations, customer success, or a related function (experience with financial operations or benefits strongly preferred).
• High attention to detail to ensure accuracy and clarity in operations.
• Comfort working across multiple SaaS platforms and basic Excel/Google Sheets knowledge.
• Excellent written and verbal communication skills, with the ability to adapt messaging across audiences (e.g., technical teams, cross-functional partners, external stakeholders).
• Proven ability to manage complex workflows with a high degree of accuracy.
• Experience identifying root causes of inefficiencies, designing solutions, and implementing scalable processes.
• Strong problem-solving skills with comfort navigating ambiguity.
• Balance of strategic ownership and hands-on execution.
• Empathy and professionalism when supporting employees navigating repayment or benefit programs.
• Willingness to become a subject matter expert in industry regulations and comfort in operating within a regulated field.
• Bonus: Experience with student loan servicers, repayment vendors, or financial systems.

Benefits

• Competitive cash and equity compensation
• Health benefits (medical, dental, vision)
• 401(k)
• Commuter benefits
• Flexible PTO policy
• Opportunities to grow in a fast-paced, mission-driven environment