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About the Role

The Manager, Service Management Office oversees daily operational activities of Service Management Analysts supporting Apex's client relationships. This role is accountable for service delivery excellence, operational efficiency, and proactive issue resolution, ensuring the team meets response time and resolution SLAs, identifies trends to drive systemic improvements, and maintains high-quality client experiences. It is a hands-on operational leadership role focused on real-time service management, workflow optimization, and team performance, collaborating with peer managers on strategic initiatives while owning day-to-day execution and operational metrics.

Responsibilities

Lead and support team members in delivering high-quality daily service to clients.
Conduct daily standups and team huddles to review priorities, workload distribution, and blockers.
Provide real-time coaching and support to team members on client inquiries and issue resolution.
Monitor individual and team performance against productivity and quality standards.
Foster a culture of urgency, accountability, collaboration, and service excellence.
Conduct performance evaluations and provide ongoing feedback and development support.
Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution.
Proactively manage workflow distribution across team members based on volume, complexity, and capacity.
Ensure adherence to SLA targets for initial response times (e.g., 4 hours) and resolution times (e.g., 24-48 hours).
Identify and address bottlenecks or backlog issues immediately.
Escalate critical issues or resource constraints to Account Management Manager.
Implement queue prioritization strategies to balance urgent client needs with overall team efficiency.
Optimize scheduling and coverage to ensure consistent service availability.
Partner with internal teams (Operations, Compliance, Billing, Product/Engineering) to resolve client issues.
Manage escalations effectively, ensuring clear communication, ownership, and timely resolution.
Coordinate with Solutions Engineering Manager for technical issue escalations.
Work with Account Management Manager to align operational activities with strategic client priorities.
Share insights from client inquiries to inform roadmap prioritization and business decisions.
Escalate critical client issues or risks to appropriate leadership immediately.
Track and report on key operational metrics including average response time and resolution time, first contact resolution rate, customer satisfaction (CSAT) scores, case volume and team productivity, SLA compliance rates, and escalation rates and reasons.
Conduct daily, weekly, and monthly performance reviews with team and leadership.
Use data and analytics to identify performance gaps and opportunities for improvement.
Set and monitor individual and team performance targets.
Implement quality assurance processes, including case reviews and calibration sessions.
Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks.
Categorize and track inquiry types to understand root causes.
Collaborate with internal teams to address systemic issues identified through trend analysis.
Create and share regular trend reports with leadership highlighting top inquiry drivers, emerging issues, opportunities for process improvement or automation, and client pain points.
Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities.
Implement and refine standard operating procedures (SOPs) for common client inquiries and processes.
Identify opportunities for automation, self-service tools, and efficiency gains.
Continuously improve service delivery processes to reduce handle time while maintaining quality.
Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency.
Lead process improvement initiatives focused on reducing client friction and improving satisfaction.
Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers.
Drive consistency in service delivery across all team members.
Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism).
Conduct regular quality reviews of cases, emails, and calls.
Provide constructive feedback and coaching to improve service quality.
Run calibration sessions to ensure consistency in how team members handle similar issues.
Monitor client feedback and satisfaction scores to identify coaching opportunities.
Ensure compliance with regulatory requirements and company policies in all client communications.
Identify skill gaps and training needs within the team.
Develop and deliver training programs on product knowledge, processes, tools, and soft skills.
Create opportunities for peer learning, shadowing, and knowledge sharing.
Support career development conversations and progression planning.
Recognize and reward high performers and exceptional service delivery.
Build team morale and engagement through regular communication, recognition, and team-building activities.

Requirements

Bachelor's degree in Business, Operations Management, or related field (or equivalent experience).
Series 7 and Series 24 required.
5-7 years of experience in client service, operations management, or customer success, preferably in financial services, fintech, or SaaS.
2-3 years of people management or team lead experience with demonstrated ability to manage daily operations.
Experience managing service queues, SLAs, and operational metrics in a fast-paced environment.
Strong analytical skills with experience using data to drive operational improvements.
Brokerage or clearing operations experience, securities industry knowledge.
Experience with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, etc.).
Lean Six Sigma or process improvement certification.
Experience implementing workflow automation or service optimization tools.
Background in quality assurance or continuous improvement methodologies.

Skills

Operational Leadership
Service Excellence
Analytical Skills
Communication Skills
Problem-Solving Skills
Process Mindset
Coaching Ability
Attention to Detail
Multi-Tasking
Collaboration
Technology Proficiency
Urgency and Accountability

Location

Austin
Dallas
Chicago
New York
Portland
Belfast
Manila

Work Type

Hybrid
Full-time

Experience Level

Mid-Senior

Education Level

Bachelor's degree

Benefits

Healthcare benefits (medical, dental and vision, EAP)
Competitive PTO
401k match
Parental leave
HSA contribution match
Paid subscription to the Calm app
Generous external learning and tuition reimbursement benefits

About the Company

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all.
Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.
At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy.
We're digitizing and democratizing systems so that everyone has an opportunity to invest.
When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy.
Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees.
Together, we’re shaping the future of financial innovation.
Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex.
We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created.
Best Places to Work 2026, 2025, 2024, 2023 - Presented by BuiltIn
WealthTech of the Year 2025 - Presented by US FinTech Awards
The World’s Top 250 Fintech Companies 2024 - CNBC

Equal Opportunity

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic.
Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities.
We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities.
If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form.
We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.