VP of Customer Service Transformation
Company Description
Terrapin Ridge Partners is a wealth management firm focused on helping clients create “work optional” lifestyles that reflect their values, priorities, and long-term goals. The firm emphasizes time, relationships, and personal independence over simple numerical measures of wealth. Each client plan is designed to extend well beyond retirement, ensuring every dollar has purpose and every decision supports clarity, confidence, and lasting impact. Terrapin Ridge Partners offers securities through Raymond James Financial Services, Inc. and investment advisory services through Raymond James Financial Services Advisors, Inc., while remaining independent of Raymond James. Role Description The VP of Customer Service Transformation is a full-time, remote leadership role responsible for redefining and elevating the client service experience across Terrapin Ridge Partners. This role oversees the design and implementation of customer service strategies, processes, and technologies that enhance satisfaction, strengthen relationships, and align with the firm’s values-driven approach to wealth management. Day-to-day responsibilities include analyzing customer feedback and service metrics, leading continuous improvement initiatives, and optimizing contact center and support operations to deliver a consistent, high-quality experience. The VP will collaborate with executive leadership, operations, and advisory teams to ensure client-centric service standards, develop training and performance frameworks for service teams, and drive adoption of best practices in customer experience management. This role also involves setting clear goals, managing budgets and resources, and reporting on service transformation outcomes to key stakeholders.
Qualifications
Demonstrated expertise in Customer Service and Customer Experience, with a record of designing and leading client-centric service transformations. Strong Analytical Skills and experience using data, KPIs, and customer insights to drive service improvements and strategic decisions. Proven ability to enhance Customer Satisfaction through process optimization, service standards, and continuous improvement initiatives. Hands-on leadership experience with Contact Centers or similar customer support operations, including technology, workflows, and staffing models. Extensive senior-level management experience, including leading cross-functional teams and influencing executive stakeholders. Excellent communication, interpersonal, and change-management skills, with the ability to inspire and guide diverse teams in a remote environment. Background in financial services, wealth management, or related industries is highly beneficial; familiarity with regulated environments is a plus. Bachelor’s degree in Business, Finance, Management, or a related field; an advanced degree or relevant certifications in customer experience or operations are advantageous.