Executive Director, CEO Member Relations

Ladders; United States; Remote; USD 148,000 - 266,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) and pension plans

Life insurance

Adoption assistance and paid time off

Job summary

Ladders is seeking an Executive Director, CEO Member Relations for a remote role in the Finance & Insurance sector. You will lead a member relations function focused on resolving complaints, addressing regulatory inquiries, and improving service experience.

You will partner with Risk, Compliance, Legal and other stakeholders to influence executive decisions, drive outcomes, and build a high-performing team in a highly regulated environment.

Qualifications

• Bachelor's degree or equivalent education/experience.
• Minimum 10 years in member or customer communications in financial services.
• At least 4 years leading high-performing teams.
• Experience using multiple communications channels.
• Ability to influence executive management on policy decisions.
• Understanding of financial services compliance and regulatory requirements.

Responsibilities

• Lead a team to resolve member complaints and regulatory inquiries
• Drive strategic objectives to enhance complaint processes and member satisfaction
• Collaborate with stakeholders to influence decisions and achieve goals
• Liaise with Risk, Compliance, and Legal teams on complaint policies
• Oversee cross-functional projects impacting member relations and servicing
• Maintain performance metrics and implement corrective actions as needed
• Develop team members through recruiting, coaching, and performance management

Skills

Leadership experience

Executive communication

Regulatory awareness

Team development

Financial services knowledge

Education

Bachelor's degree or equivalent in a relevant field

Tools

Communications platforms

Job description

For our client, we are seeking an Executive Director, CEO Member Relations to join the team of a leader in the Finance & Insurance space.

This role will lead a member relations function focused on resolving complaints, addressing regulatory inquiries, and strengthening the overall service experience. You will partner closely with Risk, Compliance, Legal, and other stakeholders to improve complaint handling processes, influence executive decisions, and drive measurable outcomes across the organization. The position also plays a key leadership role in building a high-performing team and ensuring strong operational performance in a highly regulated financial services environment.

Location: Remote

Compensation: $147,750 - $265,950 annually

Responsibilities

• Lead a team to resolve member complaints and regulatory inquiries
• Drive strategic objectives to enhance complaint processes and member satisfaction
• Collaborate with stakeholders to influence decisions and achieve goals
• Liaise with Risk, Compliance, and Legal teams on complaint policies
• Oversee cross-functional projects impacting member relations and servicing
• Maintain performance metrics and implement corrective actions as needed
• Develop team members through recruiting, coaching, and performance management

Qualifications

• Bachelor's degree or 4 years of relevant education/experience
• 10 years of experience managing member or customer communications in financial services
• 4 years of leadership experience developing high-performing teams
• Experience with multiple communications platforms
• Ability to communicate with and influence executive management
• Understanding of financial services compliance and regulatory requirements

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) and pension plans
• Life insurance and parental benefits
• Adoption assistance and paid time off, including holidays and volunteer hours
• Wellness programs and career path planning assistance

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification- your background could be exactly what this team needs.