Senior Manager, Program Operations (High Net Worth)

Job Summary:

Mercer Advisors uses a team-selling model for our most complex client opportunities. Regional sales leaders, wealth advisors, and specialists across tax, estate planning, financial planning, and investments come together around a single high net worth household.  That is a lot of moving parts and a lot of people. That’s where you come in, the Program Operations Senior Manager.  

You will partner directly with the Director of Client Development to own how this program runs. This is not a back-office job.  It is highly visible across the organization. You’ll work with sales leaders, coordinate specialists, partner with IT, and tell us when something isn’t working.  The most valuable thing you can do is notice which step keeps breaking, which objection keeps showing up or which team keeps getting skipped.

Essential Job Functions for this role include:

Run the program

• Own the sales process day to day, from opportunity creation through verbal commit and handoff
• Define what qualifies for a HNW prospect and set the standards for stages, aging opportunities, meetings, and specialist participation
• Track active opportunities, find out why they’ve gone quiet, and step in to get them moving
• Be the first stop for RVPs, CDAs, and specialists when they need an answer, a template, or a status

Own the data and reporting

• Own HNW pipeline data in Salesforce, including stage definitions, hygiene standards, and one certified source of truth
• Partner with Salesforce IT to turn manual reporting into governed dashboards
• Produce the biweekly pipeline reporting for senior leaders and explain what it means
• Log how opportunities end and keep competitive intel current with what the field is hearing

Build the field’s capability

• Build and deliver training, onboarding, playbooks, and templates, and keep them from going stale
• Measure adoption and turn what the data shows into coaching
• Work with the Deal Desk and bring patterns from closed opportunities back to the program

Influence across the business

• Partner with IT, Operations, Marketing, Learning & Development, and Compliance
• Resolve channel overlap across HNW, Direct-to-Consumer, and Employee Referral
• Build business cases and present recommendations to senior leaders
• Forecast specialist capacity so constraints surface before they slow deals

Knowledge, Skills, and Abilities:

• 8+ years in sales operations, program management, or revenue enablement, ideally in wealth management or financial services
• Strong Salesforce skills, including dashboards, pipeline hygiene, and reporting
• Working knowledge of tax, estate, financial planning, and investments to credibly coordinate specialists
• Hands-on AI experience in a work setting
• Proven ability to coordinate a group toward a decision without being the most senior person in the room
• Clear writing and the ability to turn data into executive recommendations
• A driver who solves rather than escalates, speaks up when something is wrong, and spots trends early
• Comfort building structure in a fast-moving, ambiguous environment

Work Schedule:

This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM.  At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.    

All roles classified as a non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30-minute unpaid lunch period.

Working Conditions:

This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions.  Whether position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements.  Routinely sitting and standing for periods of time. No heavy lifting over 10 lbs.