About the role

As Director of Advisor Experience, you will own the advisor lifecycle after the point of sale. You are accountable for how it feels to be a Sapphire advisor, from onboarding through ongoing service and engagement. As the platform grows, this role exists to bring structure, clarity, and consistency to that experience.

You will lead the onboarding and client service teams while defining the systems, standards, and feedback mechanisms that allow those functions to scale. This is a strategic and hands-on leadership role. You will design structure and accountability at a systems level while remaining close enough to the work to resolve escalations, identify friction, and ensure operational complexity never translates into advisor confusion.

Our advisors care most about serving their clients through high-quality financial planning. As their corporate RIA, Sapphire handles many operational responsibilities so advisors can focus on that work. A key part of this role will be developing a deep understanding of our advisor base and how they operate their businesses. From there, you will help identify opportunities to improve workflows, introduce better tools and processes, and evolve the support we provide to advisors over time.

Where We Hire: We’re excited to review applications from across the U.S., but we give priority to candidates residing in the following states: AZ, CA, CO, FL, GA, IL, IN, MA, ME, MI, MN, MT, NC, NE, TX, UT, WA and WI.

What you'll be doing

• Oversee Transition/Onboarding and Client Service functions
• Own the advisor lifecycle experience, ensuring consistency and clarity from onboarding through ongoing service.
• Design and evolve team structure, role clarity, specialization, and performance standards as advisor volume and complexity increase.
• Establish and monitor onboarding and service performance metrics, ensuring predictability, responsiveness, and quality across the advisor lifecycle.
• Develop structured mechanisms to monitor advisor experience both quantitatively (NPS, service metrics) and qualitatively (advisor conversations, trend themes, direct feedback).
• Maintain a strong understanding of the advisor base, including segmentation, complexity tiers, and evolving needs, and adapt service models accordingly.
• Serve as the senior escalation point for high-risk advisor issues, recurring breakdowns, or service-related dissatisfaction.
• Own service-related advisor retention health, identifying at-risk advisors and leading proactive response plans.
• Serve as the central coordinator for advisor-facing operational communication across Sapphire, ensuring a clear, consistent voice aligned with our brand.
• Partner with Investment Services, Compliance, Growth, and Revenue Operations to shape and deliver updates related to custodial changes, platform transitions, and service model evolution.
• Lead or advise on advisor-impacting initiatives (custodian integrations, tech transitions, platform changes), representing the advisor experience perspective in cross-functional planning and execution.
• Develop and maintain clear onboarding documentation, service standards, and communication frameworks that reduce confusion and increase confidence.
• Evaluate capacity trends and hiring needs in partnership with team managers, building scalable staffing models aligned with advisor growth.

Measurables: 

• NPS for TAMP & Corporate RIA
• Service-related advisor churn

The Deets:

Start Date: Immediately

Status: Full-time (40-45 hours per week with flexible schedule)

Location: Remote and/or Bozeman, MT 

Overtime Status: Exempt (i.e., overtime ineligible)

Team: XY Invest / Sapphire

Reports To:  VP of Sapphire

Direct reports: Onboarding/Transition Team & Client Service Manager 

Travel: Up to 15% travel (e.g., 3-4 weeks /year) required for team retreats and other company events

What you'll bring to the table:

(If you think, “I only meet 80% of these qualifications,” still apply!)

• 6+ years of experience in a service-centric, client- or advisor-facing role, ideally within financial services (RIA, TAMP, custody, or advisor-support platforms).
• 2 - 4+ years of experience managing and developing teams in a client-facing environment.
• Direct experience working with a major RIA custodian (Schwab or Fidelity required), including familiarity with onboarding workflows, ACATs, money movement, and advisor service processes.
• Strong working knowledge of advisor technology platforms; experience with Orion strongly preferred.
• Experience building or scaling service functions in a growing organization.
• A systems-oriented mindset with a bias toward clarity, consistency, and proactive communication.
• Strong judgment and composure in handling escalations and high-stakes advisor situations.
• Legally authorized to live and work in the United States without present or future need for sponsorship.

What would make us drool:

• Experience within a corporate RIA affiliation model or TAMP environment.
• Experience in customer or advisor experience design, journey mapping, or service model development preferred.
• Experience implementing formal feedback systems and using data to drive improvements.
• Experience operating in a multi-custodian environment (Schwab, Fidelity, Altruist).
• Industry licensing (Series 65 or equivalent).

XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants

Compensation & Benefits:

• Salary: $100K - $135k / Annually
• All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP). 
• Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
• 9 paid holidays (we offer flexible holidays!)
• 401(k) with match; you put in 6%, and we put in 4.5%.
• 12 weeks paid parental leave for the birth or adoption of a child.
• Health insurance w/ employer contribution.
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
• Pet insurance availability 
• Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
• Employer-paid Life and AD&D insurance.
• Employer-paid Long Term Disability coverage.
• Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee.
• $2000/year (prorated by start date) to put towards professional development
• $250/quarter to spend on yourself specific to our core value of "Be Well Being You.”
• $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year.
• A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years.
• Subsidized employer-sponsored childcare through our internal child care program. (Subject to availability)
• Various Gym discounts 
• Company-owned laptop computer provided (Apple Products).

XYPN believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. XYPN is beyond proud to be an equal opportunity employer.