Director of Client Experience & Engagement

Director of Client Experience & Engagement

Fiduciary Alliance | Parallel Financial | Greenville, SC (Hybrid)

We are a $2B RIA platform serving 25+ advisors nationwide, growing rapidly. The role requires building the operational and relational bridge between custodians, vendors, advisors, and the CSM team. You will own execution with real autonomy.

Responsibilities

• Rebuilding client service workflows on Schwab and Fidelity so they scale to $3B, then $5B.
• Choosing which vendor partnerships deserve more of our business next year, and which don't.
• Putting AI to work across our operations and driving the next wave of innovation.
• Coaching a CSM team from good to legendary, delivering service clients tell their friends about.
• Running Black Diamond like you own it, not borrowing someone else's login.
• Being the first point of contact for advisors during transitions and retaining custodian trust.

Qualifications

• 5–10 years in RIA operations or senior client service.
• Fluency in Schwab and Fidelity, and real depth in Black Diamond.
• Strong curiosity about how AI reshapes the work.
• Experience leading operational improvements and coaching teams.

Benefits

• Total compensation of $90,000–$120,000 depending on experience, with real comp transparency from day one.
• A boss who will push you, defend you, and not micromanage you.
• A firm whose values are written down, lived out, and used — not laminated and forgotten.
• Growth opportunity as the platform expands.
• Location: Greenville, SC – a city you can afford to live well in.