Senior Manager, Client Experience

Responsibilities

• Lead and develop a team of Client Experience Managers and Associates, providing coaching, mentorship, and performance management
• Establish service standards and operational procedures to ensure consistency and excellence across the client experience function
• Drive strategic initiatives to enhance client satisfaction and retention
• Oversee the resolution of complex client inquiries and escalated issues
• Partner with Product and Engineering teams to identify and implement process improvements and new client-facing solutions
• Build and maintain relationships with key stakeholders, including advisors, custodians, and third-party vendors
• Analyze client experience metrics and provide insights to senior leadership on trends and opportunities

Requirements

• Bachelor's degree with 7+ years of experience in client experience or operations within the financial services industry, including 3+ years of people management experience
• Strong leadership skills with a proven track record of developing high-performing teams
• Exceptional communication and relationship-building abilities
• Comprehensive understanding of wealth management operations and custodial platforms
• Experience implementing process improvements and operational efficiencies
• Strategic thinker with excellent problem-solving skills
• Ability to thrive in a fast-paced, high-growth environment

Nice-to-Haves

• Advanced knowledge of financial products, including separately managed accounts (SMAs) and alternative investments
• Experience working with high-net-worth clients
• Background in fintech or wealth management technology platforms
• Project management certification or experience

Compensation & Benefits

• Competitive comp package that rewards impact
• Full health benefits + 401(k) matching & Roth IRA options
• Unlimited PTO