Managing Director, Customer Experience & Advisor Support, Wealth Custody & Clearing
State Street
full-time
Posted on:
Location Type: Hybrid
Location: Boston • California • Massachusetts • United States
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Salary
💰 $170,000 - $252,500 per year
Job Level
About the role
- Own the end-to-end launch and lifecycle for the Wealth Custody and Clearing client experience from ideation and design through launch, enhancement, and sunset.
- Lead the buildout of support capabilities including digital advisor/client-facing tools , call centers, chat-bots , and AI enabled support .
- Ensure third-party solutions meet State Street’s usability standards, branding guidelines, creating a best-in-class advisor and end- client experience.
- Work with the team to execute a global support strategy that aligns with business objectives , regulatory requirements, and evolving client needs and State Street support capabilities.
- Champion the adoption of AI advanced analytics to automate workflows and optimize client and advisor experiences.
- Oversee and manage third-party product roadmaps, collaborating with external partners to ensure deliverables are aligned, on time, and within budget.
- Collaborate with the Operations, Product and Business Development teams to define requirements and ensure the support model is scalable, secure, and compliant.
- Draft documentation for internal processes as well as externally sharable knowledge and support FAQs that can be accessed and utilized by digital agents and human team members.
- Engage with clients, advisors, and partners to gather feedback, drive continuous improvement , and ensure an industry leading customer satisfaction score.
- Design and implement robust reporting mechanisms to proactively monitor program health, identify advisor pain points, and inform continuous improvement opportunities before issues escalate.
- Foster a culture of innovation, agility, and accountability within the service and support organization.
Requirements
- Undergraduate degree required ; graduate degree preferred.
- 12–15+ years of related experience, including 7–10+ years in leadership roles.
- Industry certifications (e.g., Series 7/24/63/79, CRCP, CPO, CFA) are strongly preferred.
- Demonstrated experience building and managing support models for wealth and custody products.
- Experience across domestic time zones required ; enabling a 24/7 support model for international coverage is preferred.
Benefits
- retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- eligibility for certain tax advantaged savings plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI advanced analyticsdigital advisor toolsclient-facing toolschat-botssupport model managementreporting mechanismsworkflow automationproduct roadmapsprocess documentationcontinuous improvement
Soft Skills
leadershipcollaborationinnovationagilityaccountabilityclient engagementfeedback gatheringproblem-solvingcommunicationcustomer satisfaction
Certifications
Series 7Series 24Series 63Series 79CRCPCPOCFA