ConnectWealth, Advisor Service & Platform Lead

ConnectWealth Advisor Service & Platform Lead Vice President, Columbus OH / Newark DE Role Summary The ConnectWealth Advisor Service & Platform Lead is responsible for defining, executing, and evolving the advisor service strategy that supports adoption and ongoing success of the ConnectWealth platform and related investment solutions within CWM. This Vice President will serve as a senior business leader and trusted partner to the CWM Service Center, Business Development Consultants, Product Management, Operations, and Technology teams, translating advisor and service needs into scalable capabilities, measurable outcomes, and prioritized platform improvements. The Advisor Service Lead will establish governance for gathering, tracking, analyzing, and prioritizing advisor and service center feedback, platform defects, enhancement requests, and operational pain points. The individual will maintain executive visibility into resolution progress, identify recurring themes and systemic risks, drive accountability across product and technology partners, and influence roadmaps and resource decisions that improve platform stability, user experience, advisor satisfaction, and business growth. Additionally, the Advisor Service Lead will own the business strategy and evolution of the case inquiry management tool, serving as a product owner and change leader across PMG and Operations. This includes setting the roadmap, defining business requirements and success measures, driving adoption and operating discipline, overseeing reporting and controls, and advancing automation and AI-enabled capabilities that improve inquiry resolution and overall service effectiveness. Advisor Service Responsibilities Define and execute the advisor service strategy and operating model to accelerate adoption and effective utilization of the ConnectWealth platform and related investment solutions. Lead the development and delivery of scalable training, education, and enablement programs for advisors, Business Development Consultants, and service teams. Build senior-level partnerships with CWM Service Center leaders and serve as an escalation and decision point for complex, high-impact platform matters. Establish the support model for Business Development Consultants as local and regional advisor contacts, including clear roles, escalation paths, communications, and performance expectations. Drive resolution of complex advisor inquiries and systemic issues by coordinating product, operations, technology, and service partners with urgency and clear accountability. Serve as a ConnectWealth subject matter leader who can articulate platform strategy, capabilities, risks, and value to advisors, service partners, and senior stakeholders. Sponsor onboarding and readiness initiatives that enable users to maximize platform capabilities and support broader rollout objectives. Represent the voice of advisors and service teams in cross-functional planning, prioritization, and platform enhancement decisions. Establish and monitor service metrics, advisor inquiry trends, and operational performance indicators; convert insights into targeted education, process improvements, and roadmap recommendations. Own governance for defects, enhancement requests, feedback, and resolution progress, ensuring critical items are prioritized, transparently communicated, and driven to closure. Case Management Product Responsibilities Own the strategy, roadmap, governance, and adoption of the case inquiry management tool across PMG and Operations, with accountability for measurable business outcomes. Lead discovery and requirements definition, prioritize the product backlog, and partner with technology teams to deliver scalable solutions that address business and user needs. Define reporting, controls, and performance measures that provide leadership insight into inquiry demand, resolution effectiveness, operational risk, and user adoption. Drive change management, training, onboarding, and