Director of Operations
Listed on 2026-10-11
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Management
Operations Management, Change Management, Administrative Management -
Business
Operations Management, Change Management, Administrative Management
Role Purpose
Hilltop Wealth Advisors is scaling toward a $50M revenue future. To do that, the firm needs an operations function that is reliable, visible, accountable, and not dependent on the President stepping into daily operational firefighting.
The Director of Operations will build and lead that function.
This is ahands-on operational builder rolefor someone who can create order while leading the work. Reporting to the President, who currently serves as Hilltop’s interim COO/CCO, the Director of Operations will own day-to-day operational performance, client-service execution, workflow discipline, team accountability, and operational capacity.
This person will not inherit a fully built operations department. They willestablishthe rhythms, standards, documentation, reporting, and team structurerequiredto support Hilltop’s next stage of scale.
The Director supports compliance execution but doesnotserve as Hilltop’s CCO. CCO responsibilityremainswith the President, supported by Comply, until Hilltop makes a future decision toestablisha dedicated COO/CCO or CCO seat.
Reports ToPresident / Interim COO-CCO
Direct Reports Initially:- Client Service Associates
- Other client service or operations personnel as assigned
- Operations Manager
- Office Manager
Hilltop’s operations and client service function deliversaccurate,timely, repeatable work at the capacityrequiredto support advisor productivity, exceptional client experience, compliance execution, and scalable growth.
Key Responsibilities Build the Operations Function- Assess Hilltop’s current operations, client-service workflows, CRM usage, task management, service capacity, and operational risks.
- Establish clear ownership, service standards, workflows, and escalation paths for recurring operational work.
- Build the operating cadence for the department, including daily workflow visibility, weekly team meetings, KPI review, and issue escalation.
- Create andmaintainpractical documentation for core workflows, including client onboarding, account maintenance, transfers, billing support, service requests, and custodian interactions.
- Identify the highest-leverage process, technology, staffing, and capacity improvementsrequiredfor Hilltop to scale.
- Recommend the future structure and timing for an Operations Manager and Office Manager as the function matures.
- Directly lead the current client service and operations team until an Operations
Manager is in place. - Assign, prioritize, track, and follow up on operational work, client requests, workflow backlogs, and cross-functional handoffs.
- Ensure client service requests, account paperwork, transfers, onboarding, billing support, and other core workflows are completed accurately and within defined standards.
- Monitor operational workload, capacity, errors, rework, overdue tasks, and service failures; intervene quickly when standards are not met.
- Serve as the escalation point for complex client-service, workflow, and operational issues.
- Partner with advisors to improve service handoffs, advisor support, and client experience.
- Drive consistent use of Hilltop’s CRM, workflow tools, documentation standards, and task-management systems.
- Improve CRM data quality, operational reporting, workflow visibility, and accountability.
- Partner with the President and other leaders on theAdvyzonCRM transition, related process changes, and data cleanup.
- Identify recurring friction, redundant steps, and bottlenecks; implement practical improvements.
- Ensure the firm has reliable operational data to make decisions about staffing, capacity, service levels, and priorities.
- Set clear expectations, scorecards,…
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