About this role

Own the end-to-end launch and lifecycle for the Wealth Custody and Clearing client experience from ideation and design through launch, enhancement, and sunset
Lead the buildout of support capabilities including digital advisor/client-facing tools, call centers, chat-bots, and AI enabled support
Engage with clients, advisors, and partners to gather feedback, drive continuous improvement, and ensure an industry leading customer satisfaction score
Oversee and manage third-party product roadmaps, collaborating with external partners to ensure deliverables are aligned, on time, and within budget
Collaborate with the Operations, Product and Business Development teams to define requirements and ensure the support model is scalable, secure, and compliant

Undergraduate degree required; graduate degree preferred
12–15+ years of related experience, including 7–10+ years in leadership roles
Industry certifications (e.g., Series 7/24/63/79, CRCP, CPO, CFA) are strongly preferred
Proven ability to leverage AI and automation to drive workflow efficiency, and superior client outcomes
Strong background in advisor mediated environments including support for: introducing broker-dealers, registered investment advisors, private banks, family offices, etc.

Health insurance coverage including basic life, medical, dental, vision, and long-term disability
Retirement savings plan (401K) with company match
Paid time off including vacation, sick leave, short term disability, and family care responsibilities
Access to Employee Assistance Program
Incentive compensation including eligibility for annual performance-based awards

Managing Director, Customer Experience & Advisor Support, Wealth Custody & Clearing

Key skills