Director of Specialized Advice

At Facet, we put the member above all else. As a Director of Specialized Advice, you will live out this value each day as you lead a growing team of subject matter experts in areas such as: Investing, tax, estate planning, insurance, and debt inspiring them to do their best work of delivering indispensable value through the Facet way of planning to our members for an unparalleled experience. We are firm believers that humans are a key component of building trust and connection in order to deliver a truly exceptional financial planning experience for our members. You’ll be laser focused on transforming our specialists into brand leaders and Facet champions that consistently create life-changing member experiences for over 18,000 members/13,000+ households and growing. You’ll also be responsible for ensuring specialists deliver our process the Facet way - you’ll be expected to execute, but you’ll also be responsible for identifying opportunities to improve the way we do things.

Responsibilities:

Strategy

Being innovative and questioning prevailing assumptions is a critical expectation of this role as we think of new and different ways to scale our service offering.

• Work closely with our product and MX teams to determine and influence how to best bring the Facet planning processes to life in an integrated fashion with tech.
• Coordinate and simplify the complicated logistics that go into integrating multiple teams of experts seamlessly into a member experience that has traditionally been defined by a 1:1 service model.
• Drive change management across the organization, ensuring communication clarity, business leadership alignment and rollout readiness for member facing teams.
• Enable the skill development of our financial planners by identifying knowledge gaps and collaborating with our Planning team leaders on training or broader enablement.

Leadership & Culture

Lead your team to create a positive, One-Facet culture. Explain the why and ensure each team member is 100% aligned on our overall go-to-market (GTM)

• Provide strategic leadership over all workforce and financial management areas for our team of experts responsible for highly specialized advice such as risk management, investment management, equity compensation, tax, and estate planning.
• Internalize company goals and initiatives in order to effectively lead and clearly communicate them to your team on an ongoing basis
  • Your team should know exactly what is going on and why, what expectations are required of them, and how they are measuring up
• Inspire your team to embody the brand and motivate them to deliver exceptional value, turning members into raving fans
• Lead a team of Specialists and work with them to create coaching plans that align with achieving long term success for the Specialist and Facet
• Foster a member-first environment through team wide recognition and celebration
• Shape Facet’s planning culture and experience such that our Specialists are highly engaged in our mission and talented, great fit Specialist retention is at 100%

Process Adherence & Tech Adoption

Ensure 100% adherence to Facet philosophy, processes and tech adoption across the entire team

• Hit or exceed all assigned key metrics on GTM programs for your team
  • 100% of your Specialists need to adhere to our planning philosophy and process
  • Develop coaching, call listening and dev plans for each Specialists to hit all numeric targets–across every touchpoint
• Become an expert on our tools, use them regularly, and ensure your understanding of how Specialists can be better integrated into the planning process using our proprietary software
• Verify weekly that your team is providing ample capacity so that members have the appropriate level of availability to meet with Specialists
• Act as a critical resource for our planning team to help in resolving all member challenges and compliance concerns consistently

Quality & Brand

Deliver a new, higher standard of quality across all member touchpoints that is on brand

• Deliver an NPS of 65+ and high CSAT that continues to increase every 6 months (get to NPS 90s within next 24 months) across your team
• Ensure we reach a higher level of quality on EVERY call and interaction through proactive, regular coaching and usage of rubrics to quantify on brand delivery
• Proactively identify folks that are not great long-term fits and have performance conversations with those individuals using clear communication, specific examples, and regular documentation
• Contribute to hiring the next generation of Specialists a