About this role

Serve as the cultural ambassador for service excellence within the pod
Provide leadership and guidance to pod members through routines and coaching
Maintain and evolve pod-level routines, ensuring consistency and efficiency
Identify opportunities to enhance client experience through innovative solutions
Act as the primary point of contact for complex cases and escalations
Utilize and maintain a client-level performance dashboard
Coordinate and host regular meetings with individual offices
Partner with other Client Experience Managers for consistency
Solicit feedback from clients and internal partners

Series 7 required
Minimum of 5 years in the financial services industry
Proven experience influencing teams and driving results without direct authority
Demonstrated success in leading service initiatives within a broker-dealer environment
Strong analytical and problem-solving skills
Past people leadership experience preferred

AVP, Client Experience Manager

Key skills