Customer Experience Associate Director
$115,000–$140,000 year
On-siteSt. Petersburg, Florida, United States or Saint Petersburg, St.-Petersburg, Russia
Job Summary
Build and coach a CX team across phone and written support channels, setting performance expectations and delivering real-time feedback through call and case reviews. Govern the full metric stack including CSAT, CFS, FCR, and AI resolution rates, monitoring variance through weekly operations reviews and closing gaps with documented action plans. Oversee quality management end-to-end, conducting weekly calibrations, risk-weighted sampling, and 100% AI-handled interaction auditing while defining escalation paths for compliance issues. Manage workforce forecasting against market hours and volatility events, adjusting capacity planning to account for AI deflection trajectories. Lead the client-facing help center and internal knowledge base as products, optimizing retrieval for AI agents and removing recurring contact drivers through self-service flows or platform fixes. Govern outbound communications including email campaigns and in-platform content, ensuring strict adherence to FINRA, SEC, and internal policy standards. Serve as the senior escalation point for complex client inquiries and high-dollar disputes, documenting outcomes and feeding patterns back into QA scorecards. Operate a continuous Voice of Customer program, synthesizing signal from QA, surveys, and AI transcripts into structured narratives to drive prioritized resolution patterns with Product and Engineering.
Required Qualifications
- Undergraduate degree or equivalent professional experience
- Series 7 required
- Series 24, or Series 9 and Series 10, required
- Minimum 3+ years in CX leadership with direct people management responsibility in a contact center or digital CX environment, preferably in fintech or financial services
- Strong contact center operations expertise across phone and written channels, including platform administration, routing logic, queue management, reporting, and integration with QA and WFM tools
- Demonstrated experience building or rebuilding a CX function, not only maintaining one
- Comprehensive knowledge of U.S. capital markets with a focus on equities, options, margin, and retail brokerage operations
- Strong operational understanding of the brokerage lifecycle including account onboarding and KYC, ACH and wire funding, ACATS transfers, corporate actions, trading operations, tax reporting events, and customer support workflows across each
- Strong understanding of FINRA, SEC, and broker-dealer regulatory requirements, including customer communications standards, suitability, trading restrictions, complaint escalation and reporting handling, recordkeeping requirements for customer interactions including AI-generated content, and operational risk controls
Desired Qualifications
- Advanced degree or relevant certification (PMP, Six Sigma, contact center operations, or AI/CX program certifications) preferred
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