Director of Operations and Member Experience

Job Title: Director of Operations and Member Experience

Full-Time | Monday–Friday, 8:30 a.m.–5:30 p.m. | On-Site | Cary, NC

Compensation: $65,000–$85,000 base salary performance-based bonus

Please read the full job description before applying.

ABOUT FAMILY LEGACY AND THE ROLE

Family Legacy Financial Solutions is an independent, family-owned Registered Investment Advisor headquartered in Cary, North Carolina. We provide comprehensive financial planning and wealth management, and we work closely with our sister company, Family Legacy Tax Solutions, to deliver an integrated experience for the families we serve.

Our approach is personal, relationship-driven, and grounded in our core values: Family, Authenticity, Education, Community, and Collaboration. We call our clients Members because we believe financial planning should feel collaborative, personal, and deeply aligned with what matters most to the people we serve.

We are seeking a Director of Operations & Member Experience to oversee day-to-day operations and help ensure a consistent, high-quality experience for every Member. You will help manage workflows, support advisors, coordinate Member service, and ensure operational details are executed accurately and on time. This role offers the opportunity to become an important part of a growing firm, work closely with firm leadership, and help shape how we continue to serve our Members.

WHO WILL THRIVE IN THIS ROLE?

Technical skills can be taught. The right mindset is harder to find. We are looking for someone who combines strong operational ability with professionalism, sound judgment, and a genuine commitment to serving others.

The right person is relationship-oriented, highly organized, and proactive. They communicate clearly, bring structure to complexity, follow through on commitments, and take ownership without waiting to be asked. This role is a strong fit for someone who values stability and professional growth.

RESPONSIBILITIES

Operations, Workflows & Technology

• Build, maintain, and improve firm workflows in Wealthbox across new business, account maintenance, Member service, and internal operations for both Family Legacy companies.
• Maintain accurate CRM data, Member records, employee tasks, activity logs, and workflow tracking in Wealthbox.
• Organize and maintain Member files in Box and support daily use of firm systems including, Black Diamond, PreciseFP, RightCapital, Schwab Advisor Center, and related platforms.
• Coordinate transfers, rollovers, money movement, Schwab check deposits, account maintenance, RMDs, Roth conversions, and other time-sensitive operational items.
• Manage Member disengagement and offboarding workflows, including paperwork, account transitions, and internal tracking.

Pipeline & Prospect Management

• Lead the weekly prospect and pipeline meeting, including agenda preparation, status tracking, next steps, and follow-up.
• Manage new prospect intake through PreciseFP, Wealthbox, and advisor preparation, including fact finders, data collection, document follow-up, and pipeline updates.
• Coordinate and track new Member onboarding paperwork, including internal agreements, Schwab forms, insurance applications, tax agreements, estate documents, Pontera agreements, and other required signatures.

Member Experience & Scheduling

• Serve as a primary point of contact for Member and prospect calls, ensuring communication is professional, responsive, and aligned with the Family Legacy standard.
• Schedule Member meetings, prospect meetings, advisor follow-ups, wholesaler appointments, and other advisory team needs using Microsoft Outlook.
• Manage Member-facing service requests and communications, ensuring follow-up is completed accurately and on time.

Team Accountability & Meeting Management

• Lead weekly team meetings, including agenda setting, action item tracking, accountability follow-up, and workflow visibility.
• Help advisors and team members stay accountable to Member commitments, overdue tasks, service priorities, and next steps in Wealthbox.

Communications, Events & Office Management

• Manage and distribute the Triangle Tech Net weekly newsletter and support other Member outreach or firm communications as needed.
• Plan and execute 3 to 5 Member events per year (workshops, appreciation events, seasonal gatherings) and the annual Family Legacy Charity Golf Tournament.
• Coordinate team outings, internal culture events, office supplies, office access, vendor coordination, new employee IT setup, onboarding logistics, and overall office organization.

EXPERIENCE AND QUALIFICATIONS

Required Qualifications

• 3 years of experience in operations, office management, client service, or financial services administration
• Strong organizational ability with a demonstrated ability to manage multiple priorities
• Experience building, managing, or improving workflows and operational processes
• Professional communication skills and strong interpersonal judgment
• High attention to detail and strong follow-through
• Comfort working with technology platforms, CRM systems, scheduling tools, and document management software
• High degree of discretion when handling confidential financial and personal information
• Proactive, self-directed work style with a strong sense of accountability
• Basic understanding of common financial topics

Preferred Qualifications

• Experience within a financial advisory firm, RIA, wealth management practice, or professional services environment
• Familiarity with Wealthbox, Black Diamond, PreciseFP, RightCapital, Schwab Advisor Center, or similar systems
• Knowledge of financial planning operations, insurance, tax coordination, or estate planning workflows
• Event planning or project coordination experience
• Series 65 license or willingness to obtain

COMPENSATION & BENEFITS

• Base salary: $65,000 – $85,000 depending on experience
• Performance-based annual bonus
• Health benefits
• 401(k) with employer contribution
• Paid time off
• Professional development and continuing education support

HOW TO APPLY

• 1. Apply through ZipRecruiter.
• 2. Send your resume and a brief note (or cover letter) about why this role is the right fit to: info*familylegacync.com with the subject line reading “Director of Operations - [Your Name]."

Due to ZipRecruiter restrictions, we cannot list our exact email address. When emailing, please replace the * symbol with the standard at symbol.