Manager, Client Experience Resolution & Optimization (CERO)

5+ years of experience in client services, operations, or workflow/process management.

Demonstrated success in establishing governance structures or managing intake of workflows.

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The Manager of Client Experience Resolution & Optimization (CERO) leads the intake, triage, and resolution process for client-impacting issues within Client Services.

This role establishes governance for intake workflows, ensures issues are accurately validated and routed, and drives consistency in how Client Services manages and resolves operational challenges.

The Manager partners across the organization to streamline processes, reduce manual work, and improve end-to-end client experience, while providing coaching for the CERO Analyst.

Build and manage a standardized intake and routing process for Client Services issues.

Serve as the primary point of contact for inquiries related to intake, validation, and routing.

Develop and maintain SOPs, workflows, and documentation supporting Client Services operations.