Client Experience Manager, Vice President

What you'll do

• Lead regional delivery of high-touch production support and service governance for strategically important clients.
• Provide executive oversight and leadership during critical incidents, major outages, and high-priority client escalations.
• Build trusted partnerships with client stakeholders and represent the voice of the client across the technology organization.
• Manage regional PremierCTS operations and ensure consistent execution of service standards within a global follow-the-sun model.
• Lead and develop the regional team through coaching, succession planning, and resource alignment to client priorities.
• Own regional service governance, including defining KPIs, managing operational risks, and providing executive reporting.
• Sponsor root cause analysis and corrective-action programs to drive long-term stability and measurable service improvements.
• Translate the technology client engagement strategy into regional execution through standardized processes and modern tooling.

What we're looking for

• Bachelor's degree in Information Technology, Computer Science, Business, Finance, or a related discipline.
• Advanced degree (preferred).
• 8+ years of progressive experience in technology operations, client service, production support, incident management, service governance, or transformation.
• 3+ years of people-leadership experience, including coaching, performance management, capability development, and resource planning.
• Proven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organization.
• Experience implementing or improving client-engagement tools, dashboards, analytics, or content-management capabilities.
• Financial services, market infrastructure, custody, investment management, or comparable regulated-industry experience (preferred).
• Excellent verbal and written communication skills.