Concierge Operations Lead — Client Experience

Kestra Holdings; Tempe, Northern (AZ, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Kestra Holdings seeks a Client Service Supervisor in Concierge to lead daily operations, coach associates, and ensure exceptional advisor and client experiences. You will balance hands-on problem-solving with people leadership while driving process improvements and service excellence.

You'll partner with Operations, Compliance, Technology, and Sales to remove roadblocks, analyze trends, and align staffing with demand, while maintaining compliance and promoting a strong team culture.

Qualifications

• High school diploma required; college degree preferred.
• Experience in financial services, client service, or operations is expected.
• Proven ability to lead teams with accountability, empathy, and results.
• Strong organizational and time-management skills with ability to manage priorities.
• Excellent interpersonal communication; capable of guiding others through escalations.
• Familiarity with CRM systems (Salesforce) and advisor platforms is preferred.

Responsibilities

• Oversee a team of Concierge Associates, setting expectations and coaching to ensure high performance and service consistency.
• Monitor, analyze, and report workload, call and case volumes, and service level metrics to ensure timely resolutions.
• Act as escalation point for complex or sensitive client matters and drive resolution.
• Partner with cross-functional teams to remove roadblocks and improve end-to-end processes.
• Analyze trends to identify training, quality improvement, and operational efficiencies.
• Champion process improvements and sustainable solutions.
• Ensure staffing and resource alignment matches client demand and coverage.
• Lead team and department meetings to reinforce service standards and priorities.
• Support hiring, onboarding, and training of new team members.

Skills

Leadership

Coaching

Communication

Analytical skills

Time management

Client service

Education

High school diploma

College degree preferred

Tools

Salesforce

Advisor platforms

Custodial tools

Job description

Kestra Holdings seeks a Client Service Supervisor in Concierge to lead daily operations, coach associates, and ensure exceptional advisor and client experiences. You will balance hands-on problem-solving with people leadership while driving process improvements and service excellence.

You'll partner with Operations, Compliance, Technology, and Sales to remove roadblocks, analyze trends, and align staffing with demand, while maintaining compliance and promoting a strong team culture.