Manage a book of strategic 401(k) clients as a trusted advisor, driving retirement plan success, participant outcomes, compliance, and financial wellness goals through strategy sessions, cross-functional collaboration, and continuous optimization.
Lead and develop a team of ~10 licensed IARs delivering white-glove support to high-net-worth clients via chat, email, and phone. Own performance metrics, QA, staffing, and cross-functional collaboration to drive satisfaction and retention.
Owns full lifecycle of AI initiatives for customer support and operations, from ideation to launch, focusing on improving automation rate, AHT, agent productivity, and satisfaction. Requires 7-10+ years in CX ops or technical program management with hands-on AI tool experience.
Manage a book of strategic 401(k) clients as a trusted advisor, driving retirement plan success, participant outcomes, compliance, and financial wellness goals through strategy sessions, cross-functional collaboration, and continuous optimization.
Lead and develop a team of ~10 licensed IARs delivering white-glove support to high-net-worth clients via chat, email, and phone. Own performance metrics, QA, staffing, and cross-functional collaboration to drive satisfaction and retention.
Owns full lifecycle of AI initiatives for customer support and operations, from ideation to launch, focusing on improving automation rate, AHT, agent productivity, and satisfaction. Requires 7-10+ years in CX ops or technical program management with hands-on AI tool experience.