Manager, Service Management Organization

We need to output HTML fragment with sections: About the role? Actually we have "Who We Are" (company description) maybe not needed? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real, specific content. We have content: Who We Are (company overview) maybe not a standard heading but could be "About the company"? Not in list. Probably we should include "About the role" (Job Summary) and then sections: Responsibilities (Key Responsibilities), Requirements (Education and Experience), Qualifications (Preferred Qualifications), Skills (Knowledge, Skills, and Abilities), Benefits (Our Rewards), maybe Schedule (hybrid work schedule). Pay not mentioned, so omit Pay section. Also we have "Scope of Responsibility" maybe part of Responsibilities. We'll combine. We need to remove boilerplate: EEO, Disability Statement, application instructions, cookie/navigation, etc. Also remove "#full-time #customerservice #mid-senior # #APEX" etc. Also remove "Please note this job description is not designed..." etc. We need to preserve all substantive information. Let's extract: Who We Are: description of Apex, mission, offices, awards. This is company overview; maybe we can put under "About the company" but not in allowed headings. Could we omit? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive list. Could we add "About the company"? Probably okay but better to stick to given examples. However we have substantive content about company; we could put under "About the role"? No, that's role summary. Maybe we can include a section "About Apex" as heading? Not in list but maybe acceptable. The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies those are examples; we can use other headings if needed but better to follow examples. However we need to preserve all substantive information; if we omit company overview, we lose info. So we need a heading for it. Could use "About the company". That seems reasonable. Thus sections: - About the company (Who We Are) - About the role (Job Summary) - Responsibilities (Key Responsibilities + Scope of Responsibility maybe) - Requirements (Education and Experience) - Qualifications (Preferred Qualifications) - Skills (Knowledge, Skills, and Abilities) - Benefits (Our Rewards) - Schedule (hybrid work schedule) We must not include Pay. Now format: each heading

then content: either

for prose or

• for lists. We need to break down responsibilities into list items. Responsibilities content includes many bullet-like sentences; we can make a
  with each responsibility as
  • . Ensure we keep all details. Let's extract responsibilities from "Key Responsibilities:" sections: - Team Leadership & Daily Operations Management - Lead and support team members in delivering high-quality daily service to clients - Conduct daily standups and team huddles to review priorities, workload distribution, and blockers - Provide real-time coaching and support to team members on client inquiries and issue resolution - Monitor individual and team performance against productivity and quality standards - Foster a culture of urgency, accountability, collaboration, and service excellence - Conduct performance evaluations and provide ongoing feedback and development support - Service Queue & Workflow Management - Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution - Proactively manage workflow distribution across team members based on volume, complexity, and capacity - Ensure adherence to SLA targets for initial response times (e.g., 4 hours) and resolution times (e.g., 24-48 hours) - Identify and address bottlenecks or backlog issues immediately - Escalate critical issues or resource constraints to Account Management Manager - Implement queue prioritization strategies to balance urgent client needs with overall team efficiency - Optimize scheduling and coverage to ensure consistent service availability - Cross-Functional Collaboration & Escalation Management - Partner with internal teams to resolve client issues: Operations: Account issues, trade processing, settlements, transfers; Compliance: Regulatory questions, documentation requirements; Billing: Invoice questions, pricing inquiries; Product/Engineering: Platform issues, feature requests, technical bugs - Manage escalations effectively, ensuring clear communication, ownership, and timely resolution - Coordinate with Solutions Engineering Manager for technical issue escalations - Work with Account Management Manager to align operational activities with strategic client priorities - Share insights from client inquiries to inform roadmap prioritization and business decisions - Escalate critical client issues or risks to appropriate leadership immediately - Metrics, Monitoring & Performance Management - Track and report on key operational metrics including: Average response time and resolution time; First contact resolution rate; Customer satisfaction (CSAT) scores; Case volume and team productivity; SLA compliance rates; Escalation rates and reasons - Conduct daily, weekly, and monthly performance reviews with team and leadership - Use data and analytics to identify performance gaps and opportunities for improvement - Set and monitor individual and team performance targets - Implement quality assurance processes, including case reviews and calibration sessions - Trend Analysis & Proactive Issue Identification - Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks - Categorize and track inquiry types (e.g., account issues, trade errors, billing questions, platform questions) to understand root causes - Collaborate with internal teams (Operations, Product, Engineering, Compliance) to address systemic issues identified through trend analysis - Create and share regular trend reports with leadership highlighting: Top inquiry drivers; Emerging issues requiring attention; Opportunities for process improvement or automation; Client pain points and friction areas - Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities - Process Improvement & Operational Excellence - Implement and refine standard operating procedures (SOPs) for common client inquiries and processes - Identify opportunities for automation, self-service tools, and efficiency gains - Continuously improve service delivery processes to reduce handle time while maintaining quality - Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency - Lead process improvement initiatives focused on reducing client friction and improving satisfaction - Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers - Drive consistency in service delivery across all team members - Quality Assurance & Service Standards - Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism) - Conduct regular quality reviews of cases, emails, and calls - Provide constructive feedback and coaching to improve service quality - Run calibration sessions to ensure consistency in how team members handle similar issues - Monitor client feedback and satisfaction scores to identify coaching opportunities - Ensure compliance with regulatory requirements and company policies in all client communications - Team Development & Capability Building - Identify skill gaps and training needs within the team - Develop and deliver training programs on product knowledge, processes, tools, and soft skills - Create opportunities for peer learning, shadowing, and knowledge sharing - Support career development conversations and progression planning - Recognize and reward high performers and exceptional service delivery - Build team morale and engagement through regular communication, recognition, and team-building activities That's a lot; we can keep as list. Now Requirements: Education and Experience: - Bachelor's degree in Business, Operations Management, or related field (or equivalent experience) - Series 7 and Series 24 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 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 Qualifications (Preferred Qualifications): - Brokerage or clearing operations experience, securities industry knowledge - Experience with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, etc.) - Lean Six Sigma or process improvement certification - Experience implementing workflow automation or service optimization tools - Background in quality assurance or continuous improvement methodologies Skills (Knowledge, Skills, and Abilities): List each: - Operational Leadership: Proven ability to manage daily operations and drive team performance in real-time - Service Excellence: Deep commitment to delivering exceptional client experiences and maintaining high service standards - Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable improvements - Communication Skills: Excellent written and oral communication; ability to communicate operational status, trends, and recommendations to leadership - Problem-Solving Skills: Resourceful and solutions-oriented; able to resolve issues quickly under pressure - Process Mindset: Natural inclination to document, standardize, and optimize workflows - Coaching Ability: Skilled at providing real-time feedback and developing team capabilities - Attention to Detail: High standards for accuracy and quality in all service interactions - Multi-Tasking: Ability to manage competing priorities and maintain focus in a dynamic environment - Collaboration: Strong cross-functional partnership skills; able to influence without authority - Technology Proficiency: Comfortable with CRM systems, ticketing platforms, reporting tools, and productivity applications - Urgency and Accountability: Drives results with a sense of urgency while maintaining quality standards Benefits (Our Rewards): - healthcare benefits (medical, dental and vision, EAP) - competitive PTO - 401k match - parental leave - HSA contribution match - paid subscription to the Calm app - generous external learning and tuition reimbursement benefits Schedule: - hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices. Now About the company (Who We Are) content: "Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers. At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees. Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex. We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received: Best Places to Work 2026, 2025, 2024, 2023 - Presented by BuiltIn WealthTech of the Year 2025 - Presented by US FinTech Awards The World’s Top 250 Fintech Companies 2024 - Presented by CNBC" We need to keep that. About the role (Job Summary