Own and lead the Client Experience function, including hiring, training, performance management, and organizational design for a rapidly scaling service team.
Define and execute a Client Experience strategy that balances advisor satisfaction, end-client outcomes, and Savvy’s business goals.
Design, standardize, and continuously improve core client servicing workflows to reduce cycle time, rework, and operational cost while maintaining high service quality.
Establish and own service-level KPIs and OKRs, including CSAT, SLA adherence, reassignments, churn, and cost-to-serve metrics.
Drive adoption of tooling, automation, and AI-enabled solutions to improve Client Servicing effectiveness and service scalability, in close partnership with Product and Engineering.
Partner cross-functionally with Product, Engineering, Operations, and advisors to influence roadmaps, prioritize initiatives, and ensure smooth rollout and adoption of new tools and processes.
Foster a high-performance, low-churn team culture that emphasizes accountability, continuous improvement, and customer-centric decision-making.
Serve as the senior escalation point for complex client servicing issues, ensuring issues are resolved effectively while improving underlying systems and processes.

8-12+ years in business operations, customer success & support, consulting, investment banking, or a similarly rigorous generalist role with experience leading support teams in a high-growth environment.
Proven experience building and scaling multi-layer service teams, including managing managers and senior ICs.
Strong track record of designing and optimizing service workflows, with demonstrated impact on efficiency, quality, and cost-to-serve.
Deep experience owning and operating against service metrics such as CSAT, SLAs, and operational efficiency.
Tech-forward operator comfortable owning the execution and adoption of tech-enabled solutions to help drive team efficiency and service quality.
Track record of working closely with cross-function teams to implement new tools, systems, and automation.
Strong judgment and comfort operating in ambiguous, fast-paced environments while making trade-offs across speed, quality, and cost.
Excellent communication and stakeholder management skills. Comfort interacting directly with our customers to help them achieve their goals.

Competitive salary and equity package
Unlimited PTO + paid company holidays
Access to holistic medical, dental, and vision plans
Company 401(k), Commuter, and HSA/FSA plans
NYC office in the heart of Manhattan
Lunch and snacks provided in the office
Access to virtual mental health care (Spring Health), vision related benefits (XP Health), and health concierge (Rightway) to help you find the right care
Access to counseling for stress management, dependent care, nutrition, fitness, legal, and financial issues (Guardian WorkLifeMatters EAP)

Director of Client Experience

Key skills