Client Experience Manager

skillventory - A Leading Talent Research Firm

Senior Manager, Client Experience at Fidelity Charitable managing a cross-site team to enhance client experience for non-profit customers. Balancing leadership responsibilities with process improvements and risk management.

Posted 6/2/2026full-timeWestlake • Texas, Utah • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Leadership for a cross-site team of associates who are focused on providing a world-class client experience to our NPO customers, while balancing risk to the organization
Day-to-day management of a team of front-line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, risk mitigation, compensation
Ensuring controls in place, documented, and executed flawlessly each day
Develop and coach associates to effectively, accurately and efficiently meet our client's needs
Drive culture and associate engagement through coaching, development and a highly customized and personalized approach to team leadership
Success is measured thru various critical metrics including individual quality, productivity, client satisfaction

Requirements

What you’ll need

Bachelors’ degree and/or 8+ years’ experience in customer service leadership
Experience and demonstrated proficiency in the areas of Risk management, fraud, compliance
Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach
Proven ability to balance leadership and supervisory responsibilities while quickly becoming a subject matter expert on all tasks within the team
Ability to partner with peers locally and nationally to maintain a culture of collaboration, success and reward
Ability to participate in and lead cross-functional initiatives which have significant business impact
Strong and proficient verbal and written communication skills, with all levels
Timely and effective decision making

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

risk managementfraudcomplianceSituational LeadershipExtraordinary Coach

Soft Skills

leadershipcoachingteam managementcommunicationdecision makingcollaborationengagementperformance management

Certifications

Bachelor's degree