Client Service Operations Manager

Ready to make a meaningful impact?
At Brighton Jones, we’re a purpose-driven, client-focused team committed to helping individuals live richer lives. As one of the largest RIAs in the nation, we’ve built a culture of continuous growth, collaboration, and community—recognized with 15 consecutive “Best Places to Work” awards including Inc.com’s 2025 list, as well as national honors for community impact. We lead the industry in aligning wealth, passion, and purpose to help our clients thrive. With over $30 billion in assets under advisement, 300+ teammates nationwide, and a dynamic, team-based approach, we’re growing fast—and we’re looking for driven, curious individuals to join our #OneTeam. 
The Client Service Operations Manager equips client-facing teams with the tools, processes, and training they need to deliver a consistent, scalable, and remarkable client experience. This role sits at the intersection of technology and operations and service teams, improving how we work by optimizing workflows, strengthening firmwide consistency, and driving adoption so advisors and service teams can work smarter, stay compliant, and deliver exceptional outcomes. 
A core focus of this role is enablement. The CS Operations Manager will evolve our enablement playbook, deliver role-based communications, manage newsletters, and maintain the content, knowledge, and playbooks that support our teams. These components are essential to scaling our operations and sustaining a high-quality client experience as we grow. 
This is an individual contributor role reporting to the Senior Director, Client Experience Operations. 
Take our Values in Action Self-Assessment to see how our values align!

Your Role - Technology & Workflow Enablement

• Develop and maintain clear, actionable training content and resources (playbooks, SOPs, SharePoint pages, newsletters) to support new tools, process updates, and workflow improvements. 
• Deliver engaging, role-specific training sessions that drive adoption and confidence. 
• Convert workflow and process decisions into concise documentation and practical training materials. 

Your Role - Change Management:

• Act as a change champion for new tools, processes, and service models impacting client-facing teams 
• Develop communication plans and training strategies to support adoption of firm-wide initiatives 
• Partner with cross-functional stakeholders to sequence change thoughtfully and minimize disruption 
• Facilitate feedback loops between frontline teams and leadership to ensure continuous improvement 
• Monitor adoption metrics and feedback to identify resistance points and adjust rollout plans. 

Your Role - Process Optimization:

• Identify pain points and lead discovery sessions to provide targeted enablement or process improvement feedback to the Sr. CS Operations Manager. 
• Track enablement KPIs to measure training effectiveness, technology adoption, and impact on client experience. 

Your Role - Cross-Functional Collaboration:

• Partner with Sr. CS Operations Manager to develop clear documentation and training and facilitate feedback loops  
• Collaborate with PCFO Leadership, Operations, Compliance, and Technology teams to ensure alignment. 
• Serve as resource and coach for PCFO team members navigating change.  
• Collaborate with Learning & Development to inform process changes and content that needs to be encorporated in firmwide evergreen programs. 

Your Experience:

• 5+ years in wealth management operations, client service, or enablement roles. 
• Bachelor’s degree required. Finance, Economics, Business, or related field preferred.
• Familiarity with RIA business model and regulatory environment. 
• Ability to translate technical capabilities into practical workflows for client-facing teams. 
• Ability to manage multiple enablement initiatives, prioritize effectively, and deliver accurate, consistent training and documentation on time. 
• Excellent verbal and written communication 
• Strong documentation skills and a systems mindset—able to turn tribal knowledge into repeatable, scalable practice 
• Collaborative and cross-functional by nature; able to work across teams to solve problems and build alignment 
• Strong communicator who can influence without authority and bring structure to ambiguity 
• High ownership mindset with a focus on execution, team experience, and quality outcomes 

You'll Thrive Here If:

• You’re motivated by improving how people work so they can deliver their best
• You’re energized by building programs from scratch and driving adoption