Customer Experience Associate Director

Webull Financial • Saint Petersburg, FL

3d • $115,000 - $140,000 • Onsite

About The Position

At Webull, we are committed to delivering a premier client experience and are excited to welcome a Customer Experience Associate Director to our team. In this role, you will shape and elevate the end-to-end client journey, serving as the bridge between strategic operational initiatives and frontline execution. Leading by example, you will oversee the resolution of complex client inquiries across CRM, phone, and email channels while ensuring our service standards set the benchmark for the U.S. brokerage industry. By identifying trends, driving continuous process improvements, and delivering timely, effective resolutions, you will play a key role in strengthening the client experience and reinforcing Webull's position as an innovative leader in the financial services industry.

Requirements

• Undergraduate degree or equivalent professional experience.
• Series 7 required. Series 24, or Series 9 and Series 10, required.
• Minimum 3+ years in CX leadership with direct people management responsibility in a contact center or digital CX environment, preferably in fintech or financial services.
• Strong contact center operations expertise across phone and written channels, including platform administration, routing logic, queue management, reporting, and integration with QA and WFM tools.
• Demonstrated experience building or rebuilding a CX function, not only maintaining one.
• Comprehensive knowledge of U.S. capital markets with a focus on equities, options, margin, and retail brokerage operations.
• Strong operational understanding of the brokerage lifecycle including account onboarding and KYC, ACH and wire funding, ACATS transfers, corporate actions, trading operations, tax reporting events, and customer support workflows across each.
• Strong understanding of FINRA, SEC, and broker-dealer regulatory requirements, including customer communications standards, suitability, trading restrictions, complaint escalation and reporting handling, recordkeeping requirements for customer interactions including AI-generated content, and operational risk controls.

Nice To Haves

• Advanced degree or relevant certification (PMP, Six Sigma, contact center operations, or AI/CX program certifications) preferred.
• Self-starter who operates independently in a fast-paced regulated environment with operational urgency, sound judgment, clear written and verbal communication, and the highest ethical standards.
• Comfortable working hands-on with AI tools and translating operational problems into AI-solvable workflows.
• Data-fluent enough to interrogate dashboards and challenge metric definitions.

Responsibilities

• Build, coach, and develop a CX team across phone and written support channels. Set performance expectations, run structured 1:1s, deliver real-time feedback through call and case reviews, and support career growth through a documented internal progression path.
• Bring strong expertise in CX metric frameworks. Govern the CX metric framework in alignment with the global operating model. Own the full metric stack: CSAT, Customer Effort Score, FCR, AHT, response and resolution SLAs, quality scores, AI containment rate, AI resolution rate, and the leading indicators that dictate each. Set targets with leadership, monitor variance through a weekly operations review, and close gaps with documented action plans and owners.
• Oversee quality management end-to-end across phone and written channels: parallel scorecards per channel, weekly calibration, risk-weighted sampling for human-handled interactions, 100% AI-handled interaction auditing for grounding accuracy and policy adherence, and coaching loops with documented follow-through. Define the escalation path when QA detects a pattern that crosses from coaching issue into compliance issue.
• Oversee workforce management end-to-end: forecasting against market hours, product launches, seasonality, and volatility events; documented shrinkage assumptions; real-time intraday adjustments; and capacity planning that accounts for AI deflection trajectory so headcount scales with what AI cannot absorb.
• Govern the client-facing help center and internal CX knowledge base as products, with defined ownership, version control, retrieval optimization for AI agents and agent copilots, freshness SLAs tied to product release cadence, and measurement against deflection, grounding accuracy, hallucination rate, and CSAT. Identify recurring contact drivers and remove the underlying cause through self-service flows, in-product guidance, article rewrites, or platform fixes routed to Product or Engineering with a defined owner and ship date.
• Govern all outbound customer communication, including large-scale email campaigns, AI-generated response drafts, response templates, and in-platform content such as banners, push notifications, and pop-ups. Hold all outbound content, AI-generated or human-authored, to the same brand, accuracy, and disclosure standards.
• Use AI tools hands-on in daily work. Own the operational performance of AI-assisted CX, including chatbots, agentic assistants, intelligent routing, agent copilots, and QA automation, in partnership with the AI platform team. Define and maintain the standard for AI-handled contacts across containment, AI resolution rate, grounding accuracy, hallucination rate, escalation quality, sentiment delta, and CSAT. Govern the AI escalation taxonomy and own the change management process when prompts, retrieval sources, or model versions change.
• Serve as the senior escalation point for complex client inquiries, including high-dollar disputes, complaints with regulatory exposure, and interactions flagged for compliance review. Document each escalation outcome and feed patterns back into the QA scorecard, knowledge base, and AI escalation taxonomy.
• Champion strict adherence to FINRA, SEC, and internal policy across all client-facing interactions, human and AI-generated. Enforce risk controls and escalation frameworks. Maintain documented evidence of QA, complaint handling, AI grounding audits, and corrective actions in alignment with FINRA examination and internal compliance audit requirements.
• Operate a continuous Voice of Customer program. Synthesize signal from QA, surveys, complaints, contact drivers, AI transcripts, app reviews, and direct interaction sampling into a structured VoC narrative using sentiment analysis across 100% of interactions, not survey samples alone. Translate recurring themes into prioritized resolution patterns for Product, Engineering, Compliance, and senior leadership with a defined next step, accountable owner, and ship date. Close the loop back to the team and clients when changes ship, and measure whether the fix reduced the underlying signal.

Benefits

• Comprehensive Health Coverage: 100% paid medical and dental insurance for employees and dependents, vision insurance, and more!
• Financial Support: 401(k) match, commuter benefits for NY positions, and short-term disability coverage.
• Work-Life Balance: Generous time off that increases with tenure, paid parental leave, personal days, sick time, volunteer days and company holidays.
• Wellness & Pet Care: Fitness and wellness benefits, plus pet insurance for your furry friends.
• Investing in Your Future: We provide tuition reimbursement to help you pursue relevant degrees, certifications, and training that align with your career goals.
• Dynamic Office Perks: Catered breakfast (every Monday) & lunches (every Friday), fully stocked kitchens, and monthly happy hours to connect and collaborate.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree