VP / Senior Director, Wealth Solutions Experience

Mercer Advisors

3d•Hybrid

About The Position

Mercer Advisors is seeking a bold, forward-thinking leader to shape the operational and strategic dimensions of its Wealth Solutions Tax business. This role is crucial for transforming the Tax offering into a seamlessly integrated part of the client experience, rather than a discrete service. The ideal candidate will be energized by building something exceptional at scale, focusing on both operational excellence and strategic growth. The Wealth Solutions organization encompasses Tax, Estate Planning, Insurance, and Trusts, with Tax being a core and rapidly growing area of the business. Mercer Advisors is a leading independent, national fiduciary RIA firm with a strong commitment to diversity and flexible working arrangements.

Requirements

10-15 years of progressive experience in business operations, strategy, or operational excellence within financial services or professional services.
A senior role such as COO, Chief of Staff, or equivalent.
Demonstrated success building, communicating, and executing business strategy.
Track record of owning cross-functional transformations, growth initiatives, and new capability builds from concept through delivery.
Comfortable navigating senior stakeholder environments and communicating effectively.
Ability to influence without authority and drive accountability across diverse teams.
Strong analytical skillset: able to build and interpret operational metrics, diagnose constraints, and drive high-impact fixes across complex workflows.
Proven ability to lead through ambiguity — sets direction, builds teams, and delivers results without a fully-formed playbook.
Working knowledge of AI and automation as applied to professional services.
Familiarity with VOC programs, journey mapping, and experience measurement frameworks.

Responsibilities

Own the end-to-end Tax client and advisor experience, including onboarding, delivery, communications, and key client moments.
Establish and operationalize customer feedback mechanisms to drive prioritized improvements.
Create and refine playbooks for processes like onboarding, handoffs, escalations, and seasonal readiness.
Partner in developing the Tax value proposition for High Net Worth (HNW) and Ultra-High Net Worth (UHNW) client segments.
Own the Tax growth strategy, synthesizing market trends, client feedback, and competitive dynamics to inform expansion, pricing, and service design.
Partner on inorganic growth opportunities, including the integration of acquired tax practices.
Lead process redesign to improve experience, quality, and throughput across tax workflows.
Build an operating system for Tax including capacity planning, work segmentation, load balancing, and SLAs.
Reduce administrative burden on Tax managers and teams through workflow simplification and scalable support.
Establish and maintain operational telemetry (dashboards, KPIs, routines) for transparency into volume, cycle times, WIP, quality, and bottlenecks.
Define, track, and report key outcomes and lead performance reviews with action plans.
Drive unified client delivery by ensuring Wealth Solutions technology aligns with and integrates into the broader organization.
Champion AI and automation innovation within Tax, identifying use cases, piloting solutions, and scaling successful implementations.
Build and own a Tax technology roadmap in partnership with Product/Technology.
Partner with Technology/Product and Tax leadership on Tax tech stack initiatives and ensure operational readiness.
Translate operational pain points into clear business requirements and drive change management, training, and adoption.
Serve as a senior cross-functional leader aligning Tax, Wealth Management, Client Service, and Operations partners.
Build strong relationships with Tax leaders, advisors, and client service teams, acting as an escalation point and removing blockers.

Benefits

Company Paid Basic Life & AD&D Insurance
Company Paid Short-Term and Long-Term Disability Insurance
Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
Kaiser Medical plans available in California
Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
Two comprehensive Dental Plans
Vision Insurance Plan
Dependent Care Savings Account for child and dependent care.
14 Company Paid Holidays including a full week off at Thanksgiving.
Generous paid time off program for vacation and sick days
Employee Assistance Plan
Family Medical Leave
Paid Parental Leave (8 weeks)
Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks)
Adoption Assistance Reimbursement Program
Company Paid Concierge Services
401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
Pet Insurance
Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing