Lead and manage AIM’s client service and billing operations teams, including hiring, onboarding, training, coaching, and performance management of staff.
Serve as the primary escalation point for complex advisor service, operational, and billing issues, ensuring timely resolution and strong advisor relationships.
Oversee advisor onboarding and training, ensuring a consistent and scalable onboarding experience for firms joining the AIM platform.
Own and maintain operational workflows, procedures, and documentation across service, onboarding, and billing functions.
Oversee billing operations across the platform, including advisor billing, AIM service billing, and strategist billing within the model marketplace.
Ensure the accuracy, integrity, and reconciliation of operational data across custodians and internal systems to support reporting, billing validation, and compliance requirements.
Monitor operational workflows, service volumes, and team capacity to ensure the operational infrastructure scales effectively as the AIM platform continues to grow.
Drive continuous process improvement initiatives and service standards that enhance operational efficiency and the advisor experience.
Partner with leadership across technology, product, compliance, and investment management to ensure operational readiness for new platform capabilities and advisor growth initiatives.

10+ years of financial services experience, preferably within a TAMP, RIA platform, custodian, or wealth management operations environment.
Demonstrated leadership experience managing client service, operations, or billing teams, including hiring, training, and performance management.
Strong understanding of RIA, TAMP, and custodial operational workflows, including advisor onboarding, account servicing, and billing processes.
Experience developing and implementing operational procedures, scalable workflows, and process improvement initiatives.
Ability to manage complex operational issues and escalations while maintaining strong advisor relationships.
Experience supporting operational data management and reconciliation across financial systems to ensure accuracy and compliance.
Excellent communication, organizational, and problem-solving skills, with the ability to operate effectively in a fast-paced environment.
A self-starter with strong attention to detail, capable of working independently while collaborating effectively across teams.
Bachelor’s degree required; advanced degree preferred.

Senior Director, Head of Client Operations

Key skills