Manager, Service Management Organization

What you'll do

• Manage a team of Service Management Analysts to deliver high-quality daily service and resolve client inquiries.
• Monitor real-time service queues and distribute workloads to ensure all response and resolution SLAs are met.
• Analyze inquiry trends to identify systemic issues and collaborate with internal teams to implement long-term solutions.
• Track and report on key performance metrics including CSAT scores, case volume, and team productivity.
• Develop and refine standard operating procedures (SOPs) and knowledge base content to improve operational efficiency.
• Conduct regular quality assurance reviews and provide coaching to ensure consistent service standards across the team.
• Identify skill gaps and deliver training programs on product knowledge, tools, and soft skills for staff development.

What we're looking for

• Bachelor's degree in Business, Operations Management, or a related field (or equivalent experience).
• Series 7 and Series 24 certifications are required.
• 5-7 years of experience in client service, operations management, or customer success, preferably in financial services, fintech, or SaaS.
• 2-3 years of people management or team lead experience with a demonstrated ability to manage daily operations.
• Experience managing service queues, SLAs, and operational metrics in a fast-paced environment.
• Strong analytical skills with experience using data to drive operational improvements.
• Preferred experience in brokerage or clearing operations and securities industry knowledge.
• Proficiency with CRM and ticketing systems such as Salesforce, Zendesk, or Freshdesk.