Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
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Hybrid Managing Director, Customer Experience & Advisor Support, Wealth Custody & Clearing
Posted yesterday
About the role
- Managing Director leading global strategy for client experience & advisor support in Wealth Custody. Driving innovative solutions and ensuring exceptional service through diverse wealth management offerings.
Responsibilities
- Own the end-to-end launch and lifecycle for the Wealth Custody and Clearing client experience from ideation and design through launch, enhancement, and sunset
- Lead the buildout of support capabilities including digital advisor/client-facing tools, call centers, chat-bots, and AI enabled support
- Engage with clients, advisors, and partners to gather feedback, drive continuous improvement, and ensure an industry leading customer satisfaction score
- Oversee and manage third-party product roadmaps, collaborating with external partners to ensure deliverables are aligned, on time, and within budget
- Collaborate with the Operations, Product and Business Development teams to define requirements and ensure the support model is scalable, secure, and compliant
Requirements
- Undergraduate degree required; graduate degree preferred
- 12–15+ years of related experience, including 7–10+ years in leadership roles
- Industry certifications (e.g., Series 7/24/63/79, CRCP, CPO, CFA) are strongly preferred
- Proven ability to leverage AI and automation to drive workflow efficiency, and superior client outcomes
- Strong background in advisor mediated environments including support for: introducing broker-dealers, registered investment advisors, private banks, family offices, etc.
Benefits
- Health insurance coverage including basic life, medical, dental, vision, and long-term disability
- Retirement savings plan (401K) with company match
- Paid time off including vacation, sick leave, short term disability, and family care responsibilities
- Access to Employee Assistance Program
- Incentive compensation including eligibility for annual performance-based awards
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