VP, Service Transformation & Process Engineering

The Vice President, Service Transformation & Process Engineering is an enterprise leader responsible for designing, standardizing, and automating client service processes across Ren's charitable giving platforms. Reporting to the EVP, Client Services, this role owns the service transformation agenda, ensuring that client experience, operational scalability, and technology enablement are tightly integrated and consistently executed.

Operating as both a strategic partner to the Client Services leadership team and a hands-on transformation leader, this VP translates service strategy and operational complexity into scalable process design and technical requirements. The role partners deeply with the VP, Service Experience, as well as IT, Product, and Growth leaders, to drive faster processing, reduced manual intervention, and a more predictable, high-quality experience for clients and advisors.

This position carries enterprise influence without being confined to a single function, acting as a neutral integrator across teams to ensure decisions optimize the end-to-end client journey.

Duties & Responsibilities:

Enterprise Strategy & Transformation Leadership

- Own and execute the Client Services transformation roadmap, aligned with company strategy, growth objectives, and client experience goals.

- Serve as a senior advisor to the EVP, Client Services, providing insight, structure, and execution support across complex, cross-functional initiatives.

- Partner with Service Experience, Accounting Operations and Enterprise Operations to ensure service delivery strategy is enabled by scalable, standardized, and automated processes.

Process Architecture & Standardization

- Establish and maintain enterprise-wide service process architecture, defining standard workflows across clients, products, and service channels.

- Lead current-state and future-state process design to eliminate variation, reduce failure points, and support straight-through processing.

- Balance standardization with regulatory, client-specific, and risk considerations in a highly regulated environment.

Technology Enablement & Requirements Ownership

- Act as a lead operational counterpart to IT, Product, and Growth teams.

- Translate client service needs, SLAs, and operational pain points into clear, prioritized technical requirements and platform capabilities.

- Influence product roadmaps and architectural decisions to ensure systems enable automation, data integrity, and scalable service delivery.

Automation, Scale & Client Experience

- Identify and prioritize opportunities for automation, self-service, and tool adoption across the charitable account lifecycle, including contribution intake, account setup, grant processing, exception handling, and reporting.

- Drive initiatives that materially reduce backlog risk, cycle times, and manual work while improving advisor and client satisfaction.

- Ensure solutions are designed with both client experience and operational efficiency as core success measures.

Cross-Functional Leadership & Change Management

- Lead large, multi-stakeholder initiatives across Client Services, Product, Technology, Risk, and Operations with clear accountability and governance.

- Drive disciplined change management to ensure adoption of new processes and tools across service teams.

- Serve as a unifying leader during periods of growth, platform evolution, and organizational change.

Data, Governance & Continuous Improvement

- Define success metrics for transformation initiatives tied to SLAs, throughput, capacity, client satisfaction, and risk reduction.

- Leverage operational data, backlog trends, and client feedback to inform prioritization and decision-making.

- Promote a culture of continuous improvement, accountability, and data-driven execution within Client Services.

Education & Experience

- Bachelor's degree required; advanced degree preferred.

- 10-12+ years of progressive leadership experience in service operations, transformation, process engineering, product operations, or technology-enabled change.

- Proven success leading enterprise-scale transformation initiatives in financial services (including money movement), trust administration, or other regulated environments.

- Experience in charitable giving, philanthropy, or donor-advised funds (DAFs) strongly preferred but not required.

- Prior experience at a top-tier management consulting firm (e.g., McKinsey, Bain, BCG, or equivalent) is a strong plus, especially where the work involved enterprise operating model design, process transformation, and cross-functional execution.

Skills & Competencies

- High-level systems thinker with the ability to design for significant scale and durability.

- Strong presence with the ability to influence peers and senior leaders without direct authority.

- Deep experience translating operational complexity into technical and architectural requirements.

- High integrity, strong risk and control awareness, and comfort operating in regulated environments.

- Bias toward action paired with disciplined execution and follow-through.

Ren is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.