Operations Director — Client Experience & KPI Systems

Centennial Advisors, LLC; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical & dental insurance

PTO

401k with match

Dog friendly work environment

Job summary

Centennial Advisors, LLC in Austin, TX is seeking an experienced Director of Operations to lead Client Journey/Service and KPI reporting. You will build systems, dashboards, and governance across Client Service, Marketing, and Sales, serving as the data linchpin for leadership decisions.

You’ll drive hiring, onboarding, and day-to-day operations, creating repeatable processes and ensuring data integrity so leadership can act on accurate, timely information.

Qualifications

• Bachelor’s degree in business, management or related field preferred.
• 3–5 years managing a team and/or a reporting/KPI function.
• Experience building or maintaining tracking systems, dashboards, or CRM workflows.
• Comfortable holding a team accountable to numbers and standards, not just activity.
• Strong systems and process orientation, builds structure.
• High attention to detail and accuracy in numbers and reporting.
• Direct, standards-based leadership style with accountability expectations.
• Results-oriented with track record of hitting numbers and deadlines.
• CRM experience (Wealthbox) is a plus in financial services.
• Prior experience in the financial services industry is a plus.

Responsibilities

• Directly oversee the Client Journey/Service team’s daily operations and workload.
• Set and enforce client experience standards and workflows.
• Monitor capacity, quality, and turnaround against defined standards.
• Hold monthly one-on-one check-ins with team members.
• Coach team members against KPIs and address performance gaps.
• Ensure CRM and client journey systems are followed across the team.
• Set up and maintain systems/dashboards tracking KPIs across departments.
• Consolidate weekly numbers from Client Service, Marketing and Sales.
• Deliver a standardized weekly leadership report.
• Own the firm’s single source of truth for performance data.
• Partner in recruiting and onboarding for Client Service roles.
• Build structured hiring processes and interview scorecards.

Skills

Team leadership

KPI reporting

CRM workflows

Systems thinking

Excel

Wealthbox CRM

Communication

Education

Bachelor’s degree in business/management

Tools

Wealthbox

Microsoft Office

Job description

Centennial Advisors, LLC in Austin, TX is seeking an experienced Director of Operations to lead Client Journey/Service and KPI reporting. You will build systems, dashboards, and governance across Client Service, Marketing, and Sales, serving as the data linchpin for leadership decisions.

You’ll drive hiring, onboarding, and day-to-day operations, creating repeatable processes and ensuring data integrity so leadership can act on accurate, timely information.