Savvy Wealth

Director of Client Experience

Savvy Wealth

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $180,000 - $210,000 per year

Job Level

Lead

About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client experience strategyservice-level KPIsOKRsCSATSLA adherenceoperational efficiencyservice workflowsautomationAI-enabled solutionsperformance management
Soft Skills
leadershipaccountabilitycontinuous improvementcustomer-centric decision-makingcommunicationstakeholder managementjudgmentadaptabilityproblem-solvingteam culture