Client Experience Manager, Vice President

State Street•Sacramento, CA

About The Position

The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance, and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience, and consistent execution of the PremierCTS service model. The Vice President leads Client Technology Managers and operational resources within a global follow-the-sun model. The role drives service quality, major incident response, problem management, client satisfaction, and strategic technology partnership across assigned portfolios. It also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, Finance, or a related discipline.
Excellent verbal and written skills.
At least 8 years of progressive experience in technology operations, client service, production support, incident management, service governance, or transformation.
At least 3 years of people-leadership experience, including coaching, performance management, capability development, and resource planning.
Proven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organisation.
Strong experience defining KPIs, producing executive reporting, and translating client, service, and operational data into action.
Experience implementing or improving client-engagement tools, dashboards, analytics, or content-management capabilities.
Senior client relationship management and executive communication skills.
Major incident, escalation, and problem-management leadership skills.
Service governance, operational risk, and control-management skills.
People leadership, coaching, and organisational capability-development skills.
Transformation delivery and operating-model adoption skills.
Client feedback, NPS, and insight-led improvement skills.
KPI design, data analysis, and executive reporting skills.
Process standardisation, engagement tooling, and automation skills.
Cross-functional influence and global collaboration skills.
Sound judgement, resilience, and ability to deliver in ambiguous environments.

Nice To Haves

An advanced degree.
Experience in financial services, market infrastructure, custody, investment management, or a comparable regulated industry.

Responsibilities

Act as a key member of the technology relationship team for PremierCTS clients in the region regarding daily production support.
Build trusted partnerships with client technology and operational stakeholders and represent the client’s voice across the technology organization.
Lead technology service reviews; oversee onboarding activities and escalation management.
Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews, and root cause analyses.
Operate a structured client feedback and insights approach, translating relationship intelligence, service trends, and NPS feedback into actions and measurable improvements.
Provide regional leadership and oversight during critical incidents, major outages, and high-priority client escalations.
Coordinate client impact assessment, recovery priorities, and stakeholder engagement across incident-management, technology, and business teams.
Approve and oversee timely client notifications, progress updates, closure notices, and root cause communications.
Ensure material incidents and recurring issues result in owned corrective actions, preventive measures, and long-term stability improvements.
Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
Maintain resilient follow-the-sun coverage through resource planning, handovers, and escalation arrangements.
Use operational and client-impact trends to identify risk, prioritise improvement, and support service transformation.
Lead and develop the regional PremierCTS team, setting clear objectives, service standards, and accountability.
Build organisational capability through coaching, succession planning, cross-training, and targeted development.
Align capacity and resources to client priorities, service risk, and global follow-the-sun requirements.
Foster an inclusive, collaborative, client-focused culture that supports innovation, continuous improvement, and delivery excellence.
Own regional service governance, client commitments, operational controls, and risk-management practices.
Define and review service levels, enterprise KPIs, client-experience measures, and operational trends, providing insight to senior leadership.
Lead executive reporting, due diligence, audits, client reviews, and transformation governance within the region.
Maintain a reliable source of truth for client engagement data, feedback, actions, and performance measures.
Drive adoption of common governance, engagement, and reporting standards across regions and teams.
Sponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance, and timely completion.
Use incident, service, client-feedback, and NPS trends to identify recurring issues, prioritise interventions, and deliver measurable improvement.
Partner with technology teams to advance preventive actions, automation, and long-term stability.
Promote lessons learned, knowledge management, and reuse of standard client-engagement content and artefacts.
Lead regional adoption of modern engagement tooling, including dashboards, portals, analytics, and centralised content libraries.
Partner with Technology, Client Service, Product, Operations, and Risk leaders to deliver client, control, and service outcomes.
Advise senior leadership on client health, service performance, operational risk, transformation progress, and strategic priorities.
Translate the Technology Client Engagement transformation roadmap into coordinated plans with clear milestones, owners, and KPIs.
Represent the region in global PremierCTS and Technology Client Engagement forums, promoting consistency, scalability, and shared best practice.

Benefits

Retirement savings plan (401K) with company match.
Insurance coverage, including basic life, medical, dental, vision, long-term disability, and other optional coverages.
Paid time off, including vacation, sick leave, short-term disability, and family-care responsibilities.
Access to an Employee Assistance Program.
Incentive compensation, including eligibility for annual performance-based awards, subject to stated exclusions.
Eligibility for certain tax-advantaged savings plans.
Inclusive development opportunities.
Flexible work-life support.
Paid volunteer days.
Vibrant employee networks.