Customer Experience Manager, Front Office Consulting

About the role

Are you a front office investment management expert who enjoys helping firms transform their trading and portfolio management operations through modern technology? Do you thrive on building high-performing consulting teams that deliver complex SaaS implementations with precision and partnership? Are you excited to guide clients through front office transformation while leveraging emerging technologies and AI-powered tools to elevate how consulting is delivered? If so, we invite you to be a part of our innovative team. As a Customer Experience Manager, Front Office Consulting at Ridgeline, you will lead a team of functional consultants responsible for delivering end-to-end implementations of Ridgeline's enterprise cloud platform across trading, portfolio management, and compliance workflows. You will oversee functional delivery across multiple concurrent implementations while building a scalable consulting practice that drives exceptional customer outcomes. In this role, you will shape delivery standards, strengthen cross-functional collaboration, and champion modern tooling-including AI-powered technologies such as ChatGPT, OpenAI models, and Claude-to enhance implementation quality, consulting effectiveness, and operational efficiency. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions-not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we'd love to meet you. You must be work authorized in the United States without the need for employer sponsorship. Domestic travel expected 25-30%. The impact you will have: Lead, coach, and develop a team of Front Office Consultants delivering enterprise SaaS implementations for investment management firms Foster a collaborative consulting culture rooted in ownership, knowledge sharing, transparency, and continuous learning Oversee front office workstreams across multiple enterprise implementations to ensure high-quality, on-time delivery Guide teams through complex implementation challenges while maintaining strong relationships with customer stakeholders Ensure strong design and deployment of trading, portfolio management, compliance, and post-trade workflows Collaborate closely with Project Management, Technical Consulting, Data Migration, Product, Engineering, and Customer Success teams to ensure seamless implementation execution Establish and refine functional implementation standards, configuration practices, and reusable workflow templates Strengthen forecasting, capacity planning, and utilization management across the consulting organization Analyze delivery metrics and feedback to improve predictability, team effectiveness, and customer outcomes Champion adoption of AI-powered tools such as OpenAI and Claude to enhance requirements gathering, workflow design, and implementation documentation Identify opportunities to apply AI across solution design, compliance rule validation, reporting configuration, and knowledge management Establish responsible AI usage practices that support secure and trusted customer engagements Build trusted relationships with senior stakeholders including trading desks, portfolio managers, compliance leaders, and operations teams Provide strategic guidance on workflow design, operating model alignment, and implementation sequencing Communicate the value of Ridgeline's front office capabilities to both technical and business audiences Step in hands-on when needed to support critical milestones or complex deployment dynamics What we look for: 8+ years implementing investment management software in a customer-facing role Deep expertise in front office workflows including trading, portfolio management, and compliance monitoring 3+ years of people management experience within a consulting or professional services environment Strong understanding of the investment management lifecycle including trade order management, post-trade workflows, compliance monitoring, and reporting Knowledge of investment instruments including equities, fixed income, multi-currency instruments, derivatives, and alternatives Proven experience leading complex, multi-workstream SaaS implementations Strong portfolio management, forecasting, and resource planning capabilities Exceptional interpersonal, communication, and executive stakeholder management skills Experience handling customer escalations with professionalism and sound judgment Demonstrated curiosity and hands-on experience leveraging emerging technologies including AI tools Experience guiding teams in responsible and effective AI adoption Ability to collaborate effectively across cross-functional teams Willingness to learn about cutting-edge technologies while cultivating deep investment management domain expertise A

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