Director, Client Service

Posted Tuesday, July 28, 2026 at 8:00 AM

Kestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. Kestra is dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

Lead with Purpose. Partner with Impact.

Kestra Holdings is a leading wealth management platform that empowers independent financial professionals to grow their businesses and serve their clients effectively. Our company fosters a collaborative, entrepreneurial culture while providing the resources and scale of a larger enterprise.

The Director, Client Service leads the client-facing Service contact center. Client’s are defined as Advisors, their teams, and end-investors. This role is responsible for delivering timely, knowledgeable, and high-quality service to advisors and their teams across the Kestra platform. This role directly leads Contact Center Leaders and is accountable for daily service execution, advisor experience, SLA performance, case and call handling discipline, escalation management, quality, and team development.

This leader plays a critical role in helping the organization scale in a continuous growth environment by improving operational structure, establishing performance metrics, supporting the implementation of workforce management capabilities, and leading teams through change. The role emphasizes service consistency, operational accountability, advisor satisfaction & retention, risk awareness, and disciplined execution across the Service organization.

What You’ll Do:

• A Leader of leaders for Kestra’s contact center responsible for “client” (advisors, their teams and investors) facing service and support.
• Own daily contact center performance, including service levels, quality, productivity, and client experience.
• Engages with team in escalations for complex client issues and service recovery situations.
• Build relationship with Advisors, and their firms, to drive a culture of service, build confidence in Kestra Service, and remain in-tune with team’s delivery experience.
• Establish service standards, operational metrics, and performance expectations.
• Support workforce management initiatives, including forecasting, staffing, and scheduling capabilities.
• Analyze service trends and client feedback to drive operational improvements.
• Partner with internal teams to ensure seamless advisor support and issue resolution.
• Responsible for developing great leaders through coaching, performance management, and succession planning.
• Maintain operating procedures, quality standards, and regulatory compliance.
• Lead service enhancements that improve scalability, efficiency, and advisor satisfaction.
• Partners with CX team to ensure service center employee learning and development meets the needs of our team and clients.

What You Bring:

• Strong wealth management leadership experience in contact center & client service.
• Proven ability to lead leaders and improve operational performance.
• Knowledge of service levels, workforce planning, quality, and performance metrics.
• Ability to lead through growth, change, and evolving business needs.
• Strong communication and relationship-building skills.
• Experience coaching leaders and developing high-performing teams.
• Strong analytical and problem-solving abilities.
• Sound judgment and ability to manage risk and escalations.
• Collaborative…