Director of Client Experience

Savvy Wealth • New York, NY

11d

About The Position

Savvy is looking for a Director of Client Experience to own, scale, and evolve one of the company’s most critical value drivers as we enter our next phase of growth. This leader will be responsible for building a high-performance, tech-enabled Client Servicing function that delivers exceptional experience to Savvy Advisors while driving meaningful improvements in efficiency and cost-to-serve.
The Director of Client Experience will have end-to-end ownership of the Client Servicing organization, including team structure, performance management, workflow design, tooling & automation, and service strategy. This role will partner closely with Product, Engineering, and Operations to modernize how Client Servicing is delivered and ensure the function can scale sustainably alongside Savvy’s rapid growth.
This role reports into the Head of Advisor Success and is ideal for a well-rounded operator who combines strong people leadership with a deep instinct for operational excellence, measurement, and technology-enabled service delivery.

Requirements

• 8-12+ years in business operations, customer success & support, consulting, investment banking, or a similarly rigorous generalist role with experience leading support teams in a high-growth environment.
• Proven experience building and scaling multi-layer service teams, including managing managers and senior ICs.
• Strong track record of designing and optimizing service workflows, with demonstrated impact on efficiency, quality, and cost-to-serve.
• Deep experience owning and operating against service metrics such as CSAT, SLAs, and operational efficiency.
• Tech-forward operator comfortable owning the execution and adoption of tech-enabled solutions to help drive team efficiency and service quality.
• Track record of working closely with cross-function teams to implement new tools, systems, and automation.
• Strong judgment and comfort operating in ambiguous, fast-paced environments while making trade-offs across speed, quality, and cost.
• Excellent communication and stakeholder management skills. Comfort interacting directly with our customers to help them achieve their goals.

Nice To Haves

• Prior experience in wealth management, fintech, or other regulated financial services environments.
• Experience leading or partnering on AI-enabled or automation-driven service transformations.
• Familiarity with CRM systems, service tooling, and data-driven CX platforms.
• Experience scaling service organizations through periods of rapid growth and change.
• Background working closely with operations, product, or platform teams to modernize service delivery models.

Responsibilities

• Own and lead the Client Experience function, including hiring, training, performance management, and organizational design for a rapidly scaling service team.
• Define and execute a Client Experience strategy that balances advisor satisfaction, end-client outcomes, and Savvy’s business goals.
• Design, standardize, and continuously improve core client servicing workflows to reduce cycle time, rework, and operational cost while maintaining high service quality.
• Establish and own service-level KPIs and OKRs, including CSAT, SLA adherence, reassignments, churn, and cost-to-serve metrics.
• Drive adoption of tooling, automation, and AI-enabled solutions to improve Client Servicing effectiveness and service scalability, in close partnership with Product and Engineering.
• Partner cross-functionally with Product, Engineering, Operations, and advisors to influence roadmaps, prioritize initiatives, and ensure smooth rollout and adoption of new tools and processes.
• Foster a high-performance, low-churn team culture that emphasizes accountability, continuous improvement, and customer-centric decision-making.
• Serve as the senior escalation point for complex client servicing issues, ensuring issues are resolved effectively while improving underlying systems and processes.

Benefits

• Competitive salary and equity package
• Unlimited PTO + paid company holidays
• Access to holistic medical, dental, and vision plans
• Company 401(k), Commuter, and HSA/FSA plans
• NYC office in the heart of Manhattan
• Lunch and snacks provided in the office
• Access to virtual mental health care (Spring Health), vision related benefits (XP Health), and health concierge (Rightway) to help you find the right care
• Access to counseling for stress management, dependent care, nutrition, fitness, legal, and financial issues (Guardian WorkLifeMatters EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed