SVP, Agent Support Enablement

Role overview Set the strategy and lead the ongoing improvement of the tools, technology, and processes used by client support teams in financial services. The executive will connect service goals with digital enablement, training, analytics, and governance so support teams can work effectively across channels and provide a strong client experience.

Responsibilities - Develop an enablement strategy aligned with client experience goals and coordinate plans with technology, operations, compliance, and product leaders. - Evaluate and implement tools such as CRM, knowledge management, workflow automation, and AI-enabled support platforms. - Lead vendor selection and integration for support technologies. - Partner with learning teams to develop training and establish feedback loops that improve tool adoption and service quality. - Use performance measures and client feedback to find friction in support journeys and guide improvements. - Ensure processes and tools meet regulatory and internal risk requirements, with appropriate documentation and audit trails.

Requirements - At least 10 years of experience in client service, operations, or enablement within financial services; wealth management experience is preferred. - Track record leading large technology implementations and change management efforts. - Understanding of client support workflows, CRM systems, and digital engagement tools. - Strong executive leadership, communication, and stakeholder management skills. - Analytical approach, using KPIs and client feedback to inform decisions.

Nice to have - Experience with Salesforce, ServiceNow, or comparable platforms. - Familiarity with AI-based support tools and omnichannel service models. - Lean Six Sigma or similar process improvement background.

Benefits and work setup - Base salary range: $189,108–$315,180. Actual pay may vary based on skills, experience, education, performance, internal equity, and location. - Benefits include 401(k) matching, health coverage, employee stock options, paid time off, and volunteer time off.