Director of Operations & Client Experience

Director of Operations & Client Experience

Pachira Wealth Management

Reports to: Founder & CEO

Compensation: $130,000–$160,000 base salary, plus a target annual performance bonus of 10–15%, commensurate with experience.

About Pachira

Pachira Wealth Management is a growing, independent wealth management firm dedicated to helping clients build financial confidence, independence, and lasting wealth. With a particular focus on women, including executives, entrepreneurs, breadwinners, and those navigating significant life transitions, Pachira combines sophisticated financial planning with highly personalized relationships.

The firm has built its reputation on thoughtful guidance, meaningful connections, and a commitment to understanding each client's individual circumstances. As Pachira continues to grow, it is investing in the leadership, people, systems, and processes needed to support that growth while preserving the exceptional client experience that defines the firm.

Our culture is grounded in five core values that guide how we serve clients, support one another, and build our business:

• We set the bar high, really high.
• We pause to learn and teach.
• We collaborate and celebrate.
• We make it happen.
• We lean in and listen.

These values reflect our commitment to excellence, continuous learning, teamwork, initiative, and meaningful relationships. As Pachira grows, preserving and strengthening this culture is a priority.

The Opportunity

Pachira is seeking a Director of Operations & Client Experience to serve as the firm's senior internal leader and the Founder & CEO's second-in-command. This newly created position reflects the firm's continued growth and its commitment to building the leadership structure needed for its next stage of development.

This individual will assume responsibility for the day-to-day management of the business, providing leadership and accountability across the entire team while ensuring that operations, client service, and internal initiatives run effectively. The Director will work closely with the Founder & CEO to translate business priorities into action, allowing her to concentrate on client relationships, business development, strategic partnerships, and the firm's external growth.

This is an opportunity for an experienced wealth management leader who enjoys taking ownership, developing people, solving problems, and improving how an organization operates. This is a hands-on leadership role requiring someone who is equally comfortable setting strategic direction and personally driving implementation, particularly within a growing, entrepreneurial organization. Rather than inheriting a narrowly defined operational function, this person will have the authority to shape the business, challenge established practices, and build the infrastructure needed for continued growth.

Key Responsibilities

Business & Operational Leadership

• Assume overall responsibility for the firm's day-to-day operations, translating the Founder & CEO's strategic objectives into clear priorities, coordinated activities, and measurable outcomes.
• Establish management practices, performance measures, and regular reviews to identify operational challenges, monitor progress, and drive improvements.
• Evaluate team capacity, workloads, and resource allocation to support sustainable performance, operational efficiency, and exceptional client service as the firm grows.
• Partner with the Founder & CEO on operational budgeting, resource allocation, vendor management, and staffing plans to ensure the firm's resources are aligned with business priorities and growth objectives.

Team Leadership & Accountability

• Provide direct management and leadership across the firm's operations and client service functions, while coordinating operational priorities, workflows, and accountability with the advisory team.
• Establish clear responsibilities and performance expectations, coaching and developing team members while holding them accountable for results.
• Lead staffing and organizational development, including hiring, onboarding, and fostering a culture of ownership, collaboration, and accountability.
• Champion Pachira's core values by modeling the behaviors they represent, reinforcing them through coaching and accountability, and cultivating a culture of high standards, continuous learning, collaboration, initiative, and attentive client service.

Client Experience & Service Excellence

• Lead the development and consistent execution of The Pachira Way, the firm's distinctive approach to delivering a personalized, high-touch client experience.
• Oversee client service operations, establishing standards and workflows that ensure accurate, consistent, and responsive service throughout the client relationship.
• Work with advisors and client service personnel to resolve escalated issues, improve coordination and responsiveness, and prevent recurring service problems.

Systems, Processes & Organizational Growth

• Lead the evaluation, implementation, and optimization of the firm's technology, systems, and workflows, driving team adoption, reducing manual processes, and measuring improvements in operational efficiency and accuracy.
• Develop scalable operating procedures and infrastructure that support business growth while maintaining operational efficiency, accuracy, and service quality.
• Oversee operational controls, risk management, and business continuity practices, coordinating with compliance resources and external partners to ensure appropriate safeguards and adherence to applicable requirements.

Qualifications & Experience

• Significant wealth management industry experience, including a strong understanding of advisor workflows, client service, operations, and regulatory requirements. Experience within an independent RIA is preferred.
• Proven experience leading and developing employees, establishing accountability, and managing business operations within a wealth management organization.
• Demonstrated success translating business objectives into operational improvements, including process optimization, technology implementation, and organizational change.
• Strong business judgment, problem-solving, and communication skills, with the confidence to make decisions, constructively challenge ideas, and manage multiple functions and shifting priorities.
• A commitment to exceptional client service, confidentiality, and professional integrity.
• Bachelor's degree or equivalent combination of education and relevant experience.
• Familiarity with wealth management technology platforms and experience working directly with business owners or founders are particularly valuable.

What Success Looks Like

Within the first year, the successful Director will have:

• Established clear leadership and accountability across the team, improving employee performance, coordination, and development.
• Reduced the Founder & CEO's involvement in routine operational decisions.
• Improved the consistency, efficiency, and reliability of business and client service processes, establishing a scalable foundation for continued growth.
• Advanced the implementation of The Pachira Way, delivering a consistently high-quality client experience.
• Successfully implemented priority operational and technology initiatives, improving team productivity and creating greater capacity for advisors to focus on client relationships, financial planning, and business development.

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