VP of Customer Service Transformation
Company Description
Rubric Advisors is a fee-only, fiduciary registered investment adviser based in San Francisco, providing institutional-grade wealth management to individuals, families, endowments, foundations, and nonprofits. The firm offers one transparent fee structure with no commissions or proprietary products, emphasizing client-aligned advice and tax-aware planning. Its capabilities include direct indexing, stock-level tax-loss harvesting, options overlays, private markets access, and comprehensive retirement planning integrated into a single, cohesive strategy. Rubric Advisors also delivers OCIO services and non-discretionary investment management for institutional clients. The firm is led by a founder with nearly two decades of experience building quantitative investment platforms and leading stock-selection strategies for major asset managers. Role Description The VP of Customer Service Transformation is a full-time, remote leadership role responsible for designing and executing Rubric Advisors’ customer service and experience strategy across all client segments. This role oversees the end-to-end client journey, ensuring high levels of customer satisfaction and consistent, high-quality service delivery through digital channels, contact centers, and advisory teams. The VP will define service standards, implement best practices, and lead transformation initiatives that improve responsiveness, scalability, and personalization of client interactions. Day-to-day responsibilities include analyzing customer experience data, establishing performance metrics, collaborating with technology and operations teams to optimize processes, and coaching leaders and teams to adopt a customer-centric mindset. This role partners closely with senior leadership to align customer service initiatives with the firm’s strategic goals and regulatory expectations.
Qualifications
Strong customer service and customer experience skills, with a track record of designing and improving client journeys in financial services or related industries. Demonstrated ability to drive customer satisfaction improvements through data-informed initiatives and continuous feedback loops. Advanced analytical skills, including experience with customer metrics, segmentation, and operational performance analysis. Experience leading or transforming contact centers or similar service operations, including process optimization and technology enablement. Proven leadership experience in a VP or senior management role, with the ability to set vision, manage change, and inspire cross-functional teams. Excellent communication and stakeholder management skills, including the ability to work effectively with executive leadership and client-facing staff. Familiarity with wealth management, RIAs, or institutional investment services is highly beneficial. Bachelor’s degree in business, finance, operations, or a related field; advanced degree (MBA or similar) is an advantage. Comfort working in a remote environment with strong self-management, accountability, and collaboration skills.