Director, Product Management (Advisor Experience)

Role Description

We’re looking for a Director of Product Management to lead Advisor Experience, the product work behind Client Excellence: keeping our promises to families and giving advisors more time with clients and less time on coordination and administration.

This is hands-on product leadership. You own the product and drive the build, not a team of PMs.

You are the product owner of technology for the Advisor Experience which is part of our Client Excellence program. You carry a dotted line to Wealth Operations & Experience, who owns the business outcomes. You build the tools that help that organization hit them:

• Stronger Net Revenue Retention
• Higher Client NPS
• Better advisor retention
• Seamless client transitions
• Better meeting experience for advisors and clients

Essential Job Functions for this role include:

• Lead the Product
  • Own the Advisor Experience roadmap from discovery through delivery, across NPS, advisor practice management, advisor transitions, and Aspen AI
  • Build the Aspen and client portal integrations behind NPS reimagined, so advisors can receive and action client feedback in real time
  • Deliver the capacity and practice management tools that give leaders real-time visibility into advisor capacity for growth, and map advisor expertise to client needs
  • Make decisions on scope, sequencing, and tradeoffs with clarity and speed
• Protect the Client Relationship
  • Build the at-risk advisor identification and transition tools that keep clients with us when an advisor leaves or retires, planned or unplanned
  • Deliver advisor playbooks that reduce the risk of departures and client loss
  • Make NLC events logged, visible, and acted on consistently inside Aspen, so we learn from them and reduce how often they happen
• Build with AI
  • Own Aspen AI for the advisor experience: meeting prep, transcription, and follow-up that give advisors time back
  • Use data and machine learning to surface the right next step for each advisor
  • Use AI to make you and the teams building with you faster and sharper
• Lead the Build
  • Set the priorities and requirements that our development partners and other pods build against
  • Work day to day with engineering, design, and data across those partners and pods to keep delivery on track
  • Partner with Business Intelligence on the dashboards behind client health, NPS, and transition tracking
  • Own the relationship with our external development partners
• Drive Outcomes
  • Build the product that moves the Client Excellence KPIs: Net Revenue Retention, Client NPS, Client health score, Advisor retention, Transition success, and NLC Rate
  • Partner with Wealth Operations & Experience, who owns these outcomes, to turn product into results
  • Keep improving based on pilot feedback and real usage

Qualifications

• 7+ years in product management, ideally in financial services, wealth management, or B2B SaaS
• Track record of shipping products that fit into existing systems and workflows
• Experience leading cross-functional pods (engineering, design, data)
• Experience running more than one product at a time
• Strong ability to turn complex business processes into clear product requirements
• Comfort with AI concepts and how to apply them to products people actually use
• Data fluency. You can define metrics, read dashboards, and decide from data
• Excellent communication across technical and non-technical audiences
• Bias toward action, without cutting corners on quality
• Comfortable with ambiguity and competing priorities
• Advisor-obsessed. You start with advisor and client pain points and work backward

Requirements

• This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM.
• At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.
• All roles classified as a non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30-minute unpaid lunch period.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term and Long-Term Disability Insurance
• Supplemental Life & AD&D Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
• Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
• Kaiser Medical plans available in California
• Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care.
• 14 Company Paid Holidays including a full week off at Thanksgiving.
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (8 weeks)
• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
• Pet Insurance
• Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing