Customer Experience Manager, Front Office Consulting

Customer Experience Manager, Front Office Consulting

New York, NY; Reno, NV; San Ramon, CA; Remote

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 toolingincluding AI-powered technologies such as ChatGPT, OpenAI models, and Claudeto 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 solutionsnot 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 2530%.

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
• An aptitude for problem solving
• Ability to communicate effectively
• Serious interest in having fun at work

Bonus:

• Experience advising customers on front office operating model transformation or technology stack modernization
• Familiarity with Agile principles and SaaS development lifecycles
• Experience with collaboration and delivery tools such as Slack, JIRA, Confluence, Kantata, and Google Workspace
• Basic understanding of cloud infrastructure concepts including AWS and APIs
• Chartered Financial Analyst (CFA) designation

About Ridgeline

Ridgeline is the first front-to-back system of record for investment managers. Founded by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday), the company was created to modernize an industry held back by outdated, disconnected technology. Powered by a single, real-time data set and embedded AI, Ridgeline helps firms automate complexity, accelerate collaboration, and deliver tailored client experiences at scale, without added headcount or risk. Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, and the Bay Area, and is recognized by Fast Company as a "Best Workplace for Innovators," by Frost & Sullivan as a "Technology Innovation Leader," and by The Software Report as a "Top 100 Software Company."

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

Compensation and Benefits

The cash compensation for new hires in this role is listed below. In select locations (including, the San Francisco Bay Area, CA, and the New York City Metro Area), an alternate range may apply as specified below.

The typical starting salary range for this role is: $143,000-$234,000 OTE.

The typical starting salary range for this role in the select locations listed above is: $158,000-$257,000 OTE.

Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above.

As an employee at Ridgeline, you'll have many opportunities for advancement in your career and can make a true impact on the product.

In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.