Customer Experience Manager, Investment Accounts

You will lead and develop a high-performing customer-facing team, coaching representatives to meet qualitative and quantitative targets. You will resolve and escalate complex customer issues related to stock trading, corporate actions, and market mechanics. You will provide subject matter expertise in equities, options, margin, and futures, guide your team through change, and hire and retain top talent while setting clear goals and delivering feedback.

Responsibilities

• Coach and develop a team of customer experience professionals
• Drive performance by setting goals and monitoring key qualitative and quantitative metrics
• Cultivate a positive inclusive team culture
• Guide the team through change with clear communication
• Respond to complex customer issues and serve as an escalation point for stock trading corporate actions and market mechanics
• Support the team with expertise in equities topics including options margin and futures
• Hire retain and address talent issues quickly and fairly
• Provide real-time feedback and scale team impact through process and technology

Requirements

• Active FINRA Series 7 63 and 24 licenses or 9/10
• Prior leadership experience as a Team Lead Supervisor or Manager
• Strong interpersonal and communication skills with a passion for mentorship
• Deep subject matter knowledge in financial services specifically equities corporate actions and retirements
• Comfortable leading through ambiguity and organizational change

Benefits

• Performance-driven compensation with multipliers bonus programs and equity ownership
• 401(k) matching
• 100% paid health insurance for employees and 90% coverage for dependents
• Lifestyle wallet flexible benefits spending account for wellness and learning
• Employer-paid life and disability insurance fertility benefits and mental health benefits
• Paid time off company holidays sick time and parental leave
• Exceptional office experience with catered meals and events