XYPN

Director of Advisor Experience – Advisor Services

XYPN

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $100,000 - $135,000 per year

Job Level

Lead

About the role

  • Oversee Transition/Onboarding and Client Service functions.
  • Own advisor lifecycle experience, ensuring consistency from onboarding to ongoing service.
  • Design and evolve team structure, clarity, specialization, and performance standards as advisor volume increases.
  • Establish and monitor onboarding and service performance metrics, ensuring predictability, responsiveness, and quality.
  • Develop structured mechanisms to monitor advisor experience quantitatively (NPS, service metrics) and qualitatively (feedback).
  • Maintain understanding of the advisor base, adopting service models accordingly.
  • Serve as the senior escalation point for high-risk advisor issues and dissatisfaction.
  • Own service-related advisor retention, identifying at-risk advisors and leading proactive plans.
  • Coordinate advisor-facing operational communication, ensuring a clear voice aligned with our brand.
  • Partner with departments to shape related updates and shape advisor-impacting initiatives.
  • Develop onboarding documentation, service standards, and communication frameworks.
  • Evaluate capacity trends and hiring needs to build scalable staffing models.

Requirements

  • 6+ years of experience in a service-centric, client- or advisor-facing role, ideally within financial services (RIA, TAMP, custody, or advisor-support platforms).
  • 2 - 4+ years of experience managing and developing teams in a client-facing environment.
  • Direct experience working with a major RIA custodian (Schwab or Fidelity required), including onboarding workflows, ACATs, money movement, and advisor service processes.
  • Strong working knowledge of advisor technology platforms; Orion experience preferred.
  • Experience building or scaling service functions in a growing organization.
  • A systems-oriented mindset with a bias toward clarity, consistency, and proactive communication.
  • Strong judgment and composure in high-stakes advisor situations.
  • Legally authorized to live and work in the US without present or future need for sponsorship.
Benefits
  • 100%- employer-funded Employee Stock Ownership Plan (ESOP).
  • Unlimited vacation days to maintain work-life harmony (minimum of 3 weeks vacation per year).
  • 9 paid holidays (flexible holidays).
  • 401(k) with match; you put in 6%, and we put in 4.5%.
  • 12 weeks paid parental leave for birth or adoption.
  • Health insurance w/ employer contribution.
  • Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
  • Pet insurance availability.
  • Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available.
  • Employer-paid Life and AD&D insurance.
  • Employer-paid Long Term Disability coverage.
  • Up to $150/month for financial planner costs, plus up to $500 toward upfront fees.
  • $2000/year (prorated) for professional development.
  • $250/quarter for personal wellness.
  • $500 donation to a non-profit for 40 hours of volunteering.
  • Sabbatical program with cash bonus and time off at 5, 10, and 15 years.
  • Subsidized employer-sponsored childcare (subject to availability).
  • Various Gym discounts.
  • Company-owned laptop (Apple Products).
Applicant Tracking System Keywords

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

Hard Skills & Tools
onboarding workflowsACATsmoney movementadvisor service processesservice performance metricsNPSadvisor technology platformsservice standardsscalable staffing modelsclient service functions
Soft Skills
leadershipcommunicationjudgmentcomposureproactive communicationorganizational skillsproblem-solvingteam developmentclient-centric mindsetadaptability