Job Description:
Job Overview:
We are seeking an experienced Program Manager for the strategic execution of our clients Digital Enablement Program. The role is critical to achieving our ambitious goals of flipping the service model from predominantly human-assisted to digital-led support while driving cost-to-serve value capture. The successful candidate will orchestrate complex, cross-functional initiatives including an AI Chat Bot, transformation of our clients knowledge management platforms, in-product contextual help solutions, and holistic digital transformation efforts that will fundamentally reshape how financial advisors interact with the service organization.
Responsibilities:
Drive execution of the Digital Enablement Program’s initiatives and core workstreams
Develop and maintain program roadmaps that balance immediate needs with transformational thinking across a 3-year horizon
Present strategic program updates to Service & Supervision executives, focusing on outcomes, learnings, and strategic pivots
Transform complex technical implementations into clear business narratives that resonate with senior leadership
Drive achievement of critical OKRs and KPIs, developing the capabilities to track, set targets, and monitor
Lead business readiness initiatives impacting 1,000+ service representatives and 35,000+ financial advisors
Develop adoption strategies that address proficiency gaps and diverse target audience segments
Partner with Learning & Development to create scalable training programs and AI-driven adaptive learning pathways
What are we looking for?
We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.
Requirements:
Bachelor’s degree required;
5+ years of program management experience leading enterprise-scale digital transformation initiatives
Experience in financial services, preferably wealth management and broker-dealer operation Required
Core Competencies:
Solid understanding of conversational AI, knowledge management systems, and digital adoption strategies
Experience with Agile, SAFe methodologies and PI planning processes
Familiarity with service center operations, call center technologies, and CRM platforms
Working knowledge of GenAI applications in customer service (LLMs, intent recognition, automated workflows)
Preferences:
MBA or relevant advanced degree preferred
PMP, Agile, or similar project management certification
Background in implementing AI/ML solutions at enterprise scale
Experience with practice management optimization in wealth management
