Senior Director, Investor Services & Operations

Allocate•Palo Alto, CA

15d•$160 - $190•Onsite

About The Position

As Director of Investor Services & Operations, you will build and lead the team that services Allocate's 4,000+ investors across 150+ funds. This team handles everything investors need: onboarding to the platform, subscription documents, KYC coordination, custodian issues, ongoing platform questions, and general inquiries. You are accountable for response times, accuracy, and investor satisfaction as the business continues to scale. This is a management role, and you will be required to develop and run a team that can handle high volume and complexity without you being the bottleneck. You will build the processes and systems that let your team operate independently while maintaining quality and speed. This role requires someone who has managed and scaled teams through growth—not just operated as a strong individual contributor. You will partner closely with Relationship Management, Investment Research, Product, Legal, Finance, and Engineering, but your primary accountability is leading your team and running investor servicing operations.

Requirements

7+ years in alternative asset management, private wealth management, or adjacent financial services environments with exposure to RIAs, family offices, fund structures, subscription documents, custodians, and KYC processes
Proven experience managing and scaling teams through periods of growth—you've built or run teams, know how to hire and develop people, and have handled the messy middle of scaling when old processes break
Operational mindset: you see broken processes and fix them, identify bottlenecks and remove them, and bring structure to ambiguity without needing perfect systems to get started
High responsiveness and attention to detail—you hold yourself and your team to the standard that investors expect, fast, accurate answers
Strong judgment and communication skills—you can handle difficult conversations with investors, partners, and internal teams clearly, directly, and professionally
Technical fluency with CRMs, operational tools, and basic data tracking to evaluate and implement systems that improve team effectiveness

Responsibilities

Manage a team of investor services professionals—set clear expectations, give direct feedback, develop people, and hire when needed
Build a team that doesn't need you to answer every question; your job is to scale through people, not just personal capacity
Handle performance management, coaching, and team development as the business grows
Own the full investor lifecycle: onboarding new RIAs to the platform, handling subscription document questions, coordinating KYC, resolving custodian issues, and answering ongoing investor inquiries
Serve as the escalation point for complex or high-stakes investor situations—handle them directly or coach your team through resolution
Ensure fast, accurate responses that maintain investor trust and satisfaction
You will be asked to serve as the primary point of client servicing for Allocate’s largest enterprise clients
Build scalable processes that work as we grow from 4,000 to 8,000+ investors—identify what's breaking and fix it before it becomes a crisis
Track the metrics that matter: response times, resolution rates, investor satisfaction, team capacity
Implement systems and tools that make your team more effective without degrading quality
Work with Product, Legal, Finance, and Engineering on anything that impacts investor experience
Partner with Relationship Management to ensure RMs trust that escalations get resolved quickly and correctly
Push for changes that make your team's job easier or improve the investor experience