Head of Client Strategy and Operations

Addepar•New York, NY

About The Position

As Addepar continues to scale globally and evolve its platform, the complexity of delivering consistent, high-quality client outcomes continues to grow. We are hiring a Head of Client Strategy & Operations to help ensure that client strategy translates into execution across teams, systems, and operating rhythms — particularly as new capabilities, automation, and platform intelligence become more embedded in how work gets done. This role sits at the intersection of client leadership, product, technology, and delivery. You will not own the global services organization or manage large execution teams directly. Instead, you will act as a senior partner to Client Leadership, helping shape how the client organization operates as Addepar grows. This leader will be responsible for defining and scaling the processes, systems, and teams that ensure exceptional service delivery, maximize client lifetime value, and drive efficiency in our partner programs. Success in this role is measured by clarity, alignment, and forward momentum — not by owning every decision or process.

Requirements

12+ years in strategy, operations, transformation, or client-facing leadership roles within complex B2B SaaS, fintech, or data platforms
Experience operating inside organizations with long, multi-stakeholder client implementations
Proven exposure to companies scaling up from 1,000+ employees (or similar complexity)
Hands-on leader experienced in deploying complex operating models and technologies where success is defined by seamless execution and organizational buy-in, not just design
Comfortable operating in ambiguity and change, helping organizations evolve while continuing to deliver while scaling structure in fast-moving environments
Able to balance strategic thinking with hands-on execution
Strong cross-functional credibility - senior enough to influence executives, pragmatic enough to build and iterate
Strong analytical skills; ability to build and maintain data models, define metrics, and translate data into executive-ready narratives
Strong communicator — equally effective in a strategic planning session and a process documentation review
Applicants must be legally authorized to work in the United States for any employer without requiring current or future visa sponsorship (for example, employment-based visas such as H-1B, F-1/OPT, or similar), and must be authorized to begin work in the U.S. on their first day of employment.

Nice To Haves

Chief of Staff to CRO, COO, GM, or CEO
Strategy & Operations leader embedded in a commercial or client organization
Operating model or transformation leader inside a product-driven company

Responsibilities

Partner with Client Leadership to translate evolving client strategy into clear operating priorities, sequencing, and decision frameworks
Turn high-level vision into actionable plans across onboarding, implementation, service delivery, and client experience — without owning every function directly
Act as a trusted thought partner to senior leaders, helping shape how the client organization evolves as Addepar scales
Own and maintain the operating calendar, decision logs, and priority sequencing artifacts that keep the client organization aligned and moving
Define and monitor client-facing and operational metrics (e.g., Adoption, utilization, time-to-value, health, delivery capacity signals)
Own the client operations data model — define what gets measured, how it is captured, and how it flows into leadership reporting
Synthesize insights into clear narratives that support executive decision-making
Help leadership anticipate potential constraints before they become bottlenecks
Define and evolve the client operating model, including handoffs, accountability, and cross-functional dependencies across Sales, Services, Product, and Technology
Identify friction points in the client lifecycle and drive alignment on solutions — whether process, system, or organizational
Support the transition to a more AI-enabled client model, ensuring changes are intentional, sequenced, and adopted (not just launched)
Own the documentation and continuous improvement of core operational processes — onboarding, implementation, renewals, and escalation paths
Establish process governance standards so that operational changes are tested, documented, and adopted — not just launched
Partner with CRM/Technology owners to improve system workflows that support the client lifecycle; ensure tooling reflects how work actually gets done
Lead the operational strategy and planning for Addepar’s partner programs by establishing standardized lifecycle processes and managing cross-functional execution for onboarding, performance tracking, and pipeline reporting
Partner with Client Leadership to define the strategic role of AI and automation within the client operating model
Translate that vision into prioritized initiatives, roadmaps, and adoption plans across teams
Work cross-functionally to ensure AI-driven capabilities improve time-to-value, scalability, and client experience — without compromising trust or delivery quality
Ensure AI-enabled workflow changes are operationalized with process documentation, training, and adoption tracking — not just deployed
Serve as a senior integrator across Client Services, Product, Engineering, Data, RevOps, and Finance
Establish guardrails that ensure what is sold, built, and delivered is aligned and executable
Lead through influence, structure, and clarity rather than formal authority
Partner with Sales and RevOps on GTM planning, capacity inputs, and operational readiness for growth, new segments, and/or products