Customer Experience Manager (Fintech)

TL;DR

Customer Experience Manager (Fintech): Leading the Executive Office CX team to resolve high-stakes escalations for executives, legal, and regulators with an accent on complaint trend analysis and cross-functional partnership. Focus on optimizing resolution strategies, coaching senior specialists, and driving down systemic complaint trends.

Location: Hybrid (Chicago, IL; Denver, CO; or Westlake, TX). In-person attendance expected at least 3 days per week.

Salary: $115,600 - $136,000 USD (Zone 2)

Company

A financial services platform dedicated to democratizing finance for all.

What you will do

• Lead day-to-day operations for complaints management and high-sensitivity escalations.
• Manage and develop a multi-faceted team of senior CX specialists to raise the performance bar.
• Partner with CX Senior Leadership and Compliance to align complaint-reduction strategies with business priorities.
• Analyze operational data and customer topic trends to drive process and technology improvements.
• Produce reporting on key performance metrics for executive visibility.

Requirements

• Minimum 4 years experience in a Customer Care management role.
• Hold Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of 24).
• Ability to obtain Series 66 and Series 3 licenses within 180 days of hire.
• Demonstrated experience in escalations management.
• Bachelor’s Degree in a related field.
• Strong analytical, planning, and decision-making capabilities.

Culture & Benefits

• Performance-driven compensation including bonuses, equity ownership, and 401(k) matching.
• Comprehensive health insurance with 100% coverage for employees and 90% for dependents.
• Flexible lifestyle wallet for wellness, learning, and personal development.
• Paid time off, sick leave, parental leave, and company holidays.
• Premium office experience with catered meals and events.