Vice President, Client Reporting Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the Client Reporting Advisor Support team within the Operations department.

• Oversee the daily operations of a team of Advisor Support Associates.

• Ensure the team achieves service-level goals while maintaining high-quality responses.

• Actively address support requests and manage escalations as a hands-on contributor.

• Supervise a team of 3 Advisor Support Associates, focusing on coaching and performance management.

• Personally address and resolve advisor support inquiries in collaboration with the team.

• Monitor advisor team support requests to ensure SLAs are consistently fulfilled.

• Maintain quality standards for communications directed at advisors.

• Act as the escalation point for intricate support issues.

• Create and standardize new support workflows while enhancing existing processes.

⛳️ Requirements

• Proven experience leading a user support team, particularly one focused on an RIA's Addepar implementation.

• 3–6+ years of experience in client service, advisor support, or wealth management operations, with direct experience in people management.

• Extensive hands-on expertise with Addepar, covering reporting workflows, common data and platform challenges, and advisor-oriented use cases.

• Willingness and capability to engage as an individual contributor on support requests and escalations, beyond just an oversight role.

• Proven ability to manage SLAs and ensure the team is accountable for delivering consistent, high-quality service.

• Experience dealing with escalations that involve sensitive or complex client and advisor scenarios, exercising sound judgment.

• History of developing, documenting, and enhancing operational workflows and support processes.

• Strong written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.

• Proficient in operating and managing within a distributed team environment.

🏝️ Benefits

• Equal opportunity employer

• Consideration without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other class protected by federal, state or local law.