Investment Operations Manager, Customer Support

Are you a customer-obsessed leader with deep experience in middle- and back-office investment operations? Do you thrive in a high-accountability environment where you can influence strategic direction while mentoring a small, agile team? Are you excited to collaborate cross-functionally to deliver scalable, AI-powered workflows that transform the investment management industry? If so, we invite you to be a part of our innovative team.

At Ridgeline, we’re building a first-of-its-kind Investment Operations program designed to help our customers modernize their operational infrastructure. As an Investment Operations Manager, you’ll lead a team delivering middle- and back-office services, championing automation, and directly engaging with customers to ensure best-in-class delivery. This role bridges operations support, customer success, and product management - requiring a consultative mindset, operational rigor, and a passion for driving continuous improvement. You'll leverage cutting-edge technologies, including AI tools like ChatGPT, to create scalable efficiencies across workflows and contribute to the evolution of Ridgeline’s platform.

What will you do?

• Build and manage a high-performing team responsible for delivering key middle- and back-office services including account administration, trade processing, reconciliation, corporate actions, investment data management, and performance reporting
• Partner cross-functionally with Consulting, Customer Success, and Product teams to document scalable, repeatable workflows and ensure seamless client transitions
• Serve as the operational lead for post go-live support, maintaining SLA adherence and strong customer relationships through structured governance
• Drive AI/ML strategy by identifying automation opportunities and lending your expertise to Ridgeline’s product teams to enhance reconciliation, exception management, and data processing workflows
• Own and evolve service SOPs, KPIs, and quality metrics to continuously improve operational accuracy, efficiency, and client outcomes
• Mentor and coach your team, supporting their growth through feedback, ownership, and collaboration in line with Ridgeline’s manager development framework
• Contribute to product evolution by surfacing operational insights and influencing platform improvements through feedback loops with Product and Engineering
• Think creatively, own problems, seek solutions, and communicate clearly throughout the service lifecycle
• Contribute to a collaborative, transparent culture rooted in teaching, learning, and mutual support across teams

Desired Skills and Experience

• Bachelor’s degree in Business, Finance, Economics, Accounting or a related field
• 4+ years managing investment operations teams in customer-facing environments, or performing these duties at an investment management firm
• Deep knowledge of institutional and high-net-worth investment lifecycles, especially middle- and back-office workflows
• Experience with portfolio accounting, reconciliation, and investment reporting systems
• Proven ability to implement scalable, repeatable processes and deliver tailored customer education
• Exceptional communication skills for handling escalations and delivering complex ideas clearly
• High degree of organization and the ability to manage multiple priorities in a fast-moving environment
• Experience using Google Apps or MS Office with strong spreadsheet skills
• Comfort with AI/ML and automation technologies and a willingness to learn more
• Curious, solutions-oriented mindset

Bonus:

• Experience leading enterprise SaaS teams or managing professional services projects
• Familiarity with Slack, JIRA/Confluence, and platforms like Kantata
• Exposure to APIs, AWS, and cloud-based architectures
• Background in coaching customers on tech stack optimization
• CFA or CPA designation, or progress towards one of these certifications

About Ridgeline

Ridgeline is the industry cloud platform for investment management. It was founded by visionary tech entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to apply his successful formula of solving operational business challenges with bold innovation and human connectivity to the unique needs of the investment management industry. 

Ridgeline started with a clean sheet of paper and a deep bench of experts bound by a set of core values and motivated to revolutionize an industry underserved by its current tech offerings. We are building a new, modern platform in the public cloud, purpose-built for the investment management industry and we are prioritizing security, agility, and usability to empower business like never befor