Vice President, Client Reporting Support Manager

Key Responsibilities

• Directly manage a team of 3 Advisor Support Associates, including coaching, performance management, workload distribution, and professional development.
• Personally field and resolve advisor support items as an individual contributor, sharing in the team's day-to-day workload alongside the Associates.
• Oversee all advisor team support items end-to-end, ensuring service-level agreements (SLAs) for response time and resolution are consistently met.
• Uphold and enforce quality standards for advisor-facing communication, ensuring responses are accurate, clear, and aligned with the firm's service expectations.
• Serve as the escalation point for complex, ambiguous, or high-sensitivity support items, personally engaging directly with advisors and internal stakeholders to resolve them.
• Develop and standardize new support workflows, and continuously refine existing processes to improve efficiency, consistency, and advisor experience.
• Monitor team performance against KPIs and SLAs, identifying trends and proactively addressing gaps in coverage, training, or process.
• Partner with Technology and product owners to ensure advisor feedback, enhancement requests, and recurring issues are captured, prioritized, and resolved.
• Lead training and onboarding efforts for new Associates, and oversee the development of documentation, guides, and “how-to” resources used by the team.
• Provide surge support and backfill coverage for the team during periods of high volume, PTO, or staffing transitions.
• Report on team performance, escalation trends, and advisor satisfaction to Operations leadership on a regular cadence.

Required

• Experience leading a user support team, specifically a team built to support an RIA's Addepar implementation, is required.
• 3–6+ years of experience in client service, advisor support, or wealth management operations, including direct people management experience.
• Deep hands-on knowledge of Addepar, including reporting workflows, common data and platform issues, and advisor-facing use cases.
• Willingness and ability to work as an individual contributor on support items and escalations, not solely in an oversight capacity.
• Demonstrated ability to manage SLAs and hold a team accountable to consistent, high-quality service standards.
• Experience handling escalations involving sensitive or complex client and advisor situations with sound judgment.
• Track record of building, documenting, and improving operational workflows and support processes.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
• Comfortable operating and managing in a distributed team environment.

PREFERRED

• Prior experience at an RIA or wealth management firm in an operations or client reporting capacity.
• Familiarity with the broader Addepar/Salesforce technology stack and how reporting data flows into advisor-facing outputs.
• Experience partnering with product owners to influence platform roadmap based on user feedback.