Role Overview

The Manager of Customer Operations is responsible for managing and scaling SMArtX’s customer operations team. This strategic leader will drive operational excellence, enhance service efficiency, and foster the development of a high-performing team.

The ideal candidate has a robust background in customer support leadership, operational management, and cross-functional collaboration. They will focus on optimizing customer interactions, developing future leaders, and ensuring the customer operations function supports SMArtX’s growth and client service goals.

Key Responsibilities

Customer Operations Leadership

• Oversee the Customer Operations team, ensuring efficient, high-quality service delivery.
• Develop and implement customer support strategies to improve response times, resolution rates, and overall customer satisfaction.
• Ensure compliance with Service Level Agreements (SLAs) and internal performance benchmarks.
• Serve as an escalation point for complex customer issues, collaborating cross-functionally to drive timely resolutions.

Operational Excellence & Process Optimization

• Analyze customer service trends to identify inefficiencies and implement improvements.
• Maintain a comprehensive knowledge base to expedite issue resolution.
• Leverage automation and workflow enhancements to optimize customer interactions.
• Monitor key performance indicators (KPIs) to assess and improve operational success.

Strategic Leadership & Cross-Department Collaboration

• Represent customer operations in executive leadership discussions, providing insights on user experience and support trends.
• Collaborate with product, engineering, and sales teams to drive continuous platform improvements.
• Act as a liaison between customer operations and other departments to ensure smooth communication and issue resolution.
• Lead resource planning and departmental strategies aligned with company objectives.

Team Development & Leadership

• Mentor and develop future leaders within the customer operations team.
• Organize training programs focused on new platform features and industry best practices.
• Promote a culture of continuous improvement and professional growth.
• Establish career development pathways to enhance internal talent retention.

Financial & Performance Management

• Manage the customer operations budget to ensure cost-effective service delivery.
• Conduct ROI analyses on customer support initiatives to optimize resource allocation.
• Utilize data analytics to enhance customer experience and engagement strategies.

Qualifications & Experience

• 5+ years in customer support, operations, or service leadership, preferably in financial services, fintech, or SaaS.
• 5+ years in a senior leadership role, managing teams and cross-functional initiatives.
• Strong technical proficiency with investment management platforms and workflows.
• Proven ability to drive customer satisfaction, operational efficiency, and service scalability.
• Experience in strategic planning, budgeting, and performance management.
• Strong analytical and data-driven decision-making skills.
• Excellent communication and stakeholder management abilities at all organizational levels.
• Experience with change management, process improvement, and operational scaling.
• Preferred: Series 7 & 65 certifications.

Startup Mindset & Leadership Requirements

• Thrives in a fast-paced, startup environment with a balance of strategic leadership and hands-on execution.
• Willing to "get in the weeds" to solve problems while scaling teams and operations.
• Acts as a player/coach, mentoring team members while leading by example.
• Comfortable navigating ambiguity, adapting to new challenges, and shifting priorities.
• Resourceful and solution-oriented, able to implement scalable processes with limited infrastructure.
• Highly collaborative, working cross-functionally to improve customer experiences and operational efficiency.
• Proactively identifies and drives opportunities for innovation and improvement.

Why Join SMArtX?

• Be part of an innovative fintech company transforming the wealth management industry.
• Lead a high-impact team and shape customer experience strategies.
• Collaborate with top financial and technology professionals in a dynamic environment.
• Competitive salary, performance-based incentives, and professional development opportunities.

Founded in 2018, SMArtX Advisory Solutions is a leading financial technology firm dedicated to delivering transformative solutions for wealth management. Join a collaborative, innovative team in a dynamic yet relaxed professional setting.