Customer Experience Manager

Company Description Measured is a modern wirehouse built for independent Registered Investment Advisors (RIAs), offering faster, more flexible, and cost-effective securities-backed lending solutions. Its multi-custodial platform allows RIAs to provide integrated securities-backed lending to clients with no integration requirements and no fees for the advisory firm. Advisors and their clients can open or refinance securities-backed credit lines in under two minutes, with access to competitive rates and lower minimums ranging from $10K to $1M+. Measured focuses on simplifying lending workflows so RIAs can enhance client service and expand their offerings without additional operational burden. The team collaborates closely with advisors to continually improve the platform and address evolving client needs.Role Description The Customer Experience Manager is a full-time, on-site role based in Richmond, VA, responsible for overseeing and improving both back office operations and customer service with Measured’s banking products. This role manages all service requests from borrowers and their financial advisors and resolves customer issues with responsiveness and professionalism. The Customer Experience Manager will oversee a team of client service reps and be responsible for developing and tracking standard operating procedures, KPIs, metrics, complaint tracking, etc. . Daily responsibilities include coordinating with sales, product, and operations teams, developing customer communication materials, and maintaining clear service standards. This role will also be responsible for interviewing and hiring new candidates as volume dictates. QualificationsStrong customer-facing skills, including Customer Service, Customer Satisfaction, and Customer Experience.Solid Analytical Skills to interpret customer data, identify trends, and recommend improvements.Excellent Communication abilities, both written and verbal.Experience managing client relationships in financial services, fintech, or a related industry.Proven ability to design and refine customer journeys, support processes, and feedback loops.Comfort working in a fast-paced, high-growth environment with cross-functional collaboration.Familiarity with wealth management, lending products, or banking operations is highly beneficial.