Director of Operations

Position Description

The Director of Operations serves as a senior strategic leader responsible for driving operational excellence across the firm while serving as a key strategic execution partner to the CEO and leadership team. This senior leadership role combines operational leadership with strategic project management, working cross-functionally with all departments through expert facilitation and collaborative leadership to drive technology-enabled continuous improvement and operational efficiency.

The position oversees the Client Service Associate team and manages critical custodian relationships while leading firm-wide initiatives with a technology-first approach that accelerates growth, maximizes operational efficiency through digital solutions, and creates superior technology-enhanced client and prospect experiences that differentiate Constellation in the competitive wealth management landscape. Reporting directly to the CEO, this position spearheads operational transformation initiatives that leverage technology to enhance advisor productivity, streamline workflows through automation, and deliver best-in-class digitally-enabled client service while ensuring seamless coordination across all departments to support Constellation s growth.

Operational Leadership & Client Service Team Management

• Lead, mentor, and develop the client service associate team, fostering a culture of excellence, accountability, and continuous improvement
• Establish performance standards, training programs, and career development pathways for client service team members
• Optimize client service workflows and ensure consistent, high-quality service delivery across all client touchpoints
• Partner with Head of Advisors to ensure seamless coordination between advisory and client service teams
• Develop and maintain operational metrics and KPIs to measure team performance and service quality

Strategic Project Management & Cross-Functional Coordination

• Lead strategic initiatives across all departments, gathering and incorporating feedback from stakeholders to develop and refine project objectives
• Facilitate collaborative project teams, ensuring diverse perspectives are heard and integrated into solution development
• Create project governance frameworks that promote transparency, accountability, and stakeholder engagement
• Conduct regular project reviews with department heads to assess progress, gather feedback, and adjust implementation strategies
• Develop change management strategies that ensure successful adoption of new processes and initiatives

Vendor Relationship Management

• Serve as primary point of contact for all vendor relationships, especially custodian relationships, managing service delivery and issue resolution
• Negotiate service agreements and advocate for enhanced capabilities that benefit advisors and clients
• Lead regular business reviews with custodian partners to optimize service levels and identify improvement opportunities
• Coordinate with internal teams to maximize utilization of custodian platforms and services
• Stay current on custodian technology updates and industry best practices, implementing relevant enhancements

Departmental Operations Integration & Excellence

• Create scalable technology-enabled operational infrastructure that supports rapid firm growth without proportional overhead increases
• Advisory Operations:
  Partner with Head of Advisors to implement technology-first solutions that streamline advisor workflows, automate administrative tasks, and maximize client-facing time through CRM optimization and digital tools
• Investment Operations:
  Collaborate with CIO and Investment Team to ensure efficient trade execution, portfolio management, and reporting processes through advanced technology platforms and automation
• Client Service Operations:
  Design and implement technology-driven client onboarding, digital account maintenance, and automated service request workflows
• Finance & Compliance Operations:
  Work with Finance Team to ensure operational processes leverage technology for regulatory compliance, automated controls, and digital reporting
• Analyze and optimize workflows between all departments using technology solutions to eliminate inefficiencies and enhance collaboration

Client Experience & Service Excellence

• Oversee development and implementation of client service standards and protocols across all departments
• Design and deploy operational enhancements that improve client onboarding, servicing, and retention
• Lead initiatives to gather client feedback and implement service improvements based on client insights
• Ensure consistent, exceptional service delivery across all client segments and service channels

Strategic Partnership & Executive Coordination

• Partner directly with CEO on strategic planning, operational priorities, and resource allocation decisions
• Serve as a strategic thought partner to CEO and leadership team for operational improvements and growth initiatives
• Represent operations in executive meetings, ensuring…