Job Description

The Data Support Supervisor is responsible for the day-to-day leadership, operational oversight, and execution of the Data Support organization. This role ensures advisor-impacting issues are prioritized appropriately, work progresses consistently, escalations are actively managed, risks are surfaced early, and team members are effectively coached and developed. The Supervisor is responsible for workload management, escalation governance, employee development, vendor coordination, stakeholder communication, and overall operational effectiveness. Success in this role requires strong ownership, accountability, proactive risk management, and the ability to maintain visibility and control across team operations. As the primary operational leader for the team, the Supervisor is responsible for managing workload, staffing, service levels, escalations, and advisor-impacting risk while continuously improving team performance and operational efficiency.
The Supervisor reports directly to the Senior Manager, Data Experience

Required Qualifications
• Bachelor's degree or equivalent experience in Business, Information Systems, Technology, Finance, Operations, or a related field.
• 4+ years of supervisory or team leadership experience in a support, operations, technology, service delivery, or data-related environment.
• Demonstrated experience managing escalations, operational workflows, and stakeholder communications.
• Experience coaching employees, managing performance, and driving accountability.
• Demonstrated ability to maintain operational control, proactively surface risks, drive execution, and ensure work progresses consistently.
• Strong analytical, organizational, and problem-solving skills.
• Ability to identify operational risks, workload constraints, root causes, and business impacts.
• Excellent written and verbal communication skills with the ability to communicate effectively to technical, business, and leadership audiences.
• Strong prioritization and execution skills with the ability to manage multiple competing priorities.
• Ability to operate independently, make sound decisions, and maintain operational control in a fast-paced environment.
• Strong sense of ownership, urgency, accountability, and customer focus.

Preferred Qualifications
• Broker-Dealer, Financial Services, FinTech, or Advisor Services experience.
• Experience supporting advisor-facing platforms, data environments, reporting platforms, or financial technology solutions.
• Experience managing third-party vendor relationships and vendor escalations.
• Experience using Salesforce, Jira, ServiceNow, or similar case management platforms.
• Experience analyzing operational metrics, backlog trends, SLA performance, and workload utilization.
• Experience with reporting and analytics tools such as SQL, Snowflake, Salesforce or Advanced Excel.
• Experience implementing process improvements, operational controls, documentation standards, and workflow optimization initiatives.
• Experience leveraging AI, automation, reporting, or workflow tools to improve operational efficiency and decision-making.

Key Responsibilities

Team Leadership & Accountability
• Lead, coach, and develop Data Support Analysts.
• Establish performance expectations and accountability standards.
• Conduct coaching, performance discussions, and employee development activities.
Operational Control & Workload Management
• Maintain operational control of workload, capacity, backlog, and service delivery.
• Ensure work is prioritized appropriately and progressing toward resolution.
• Monitor SLA performance, workload balance, and operational effectiveness.
Escalation Governance & Risk Management
• Own the escalation management process for advisor-impacting issues.
• Ensure escalations have clear ownership, next steps, and follow-up plans.
• Identify and proactively communicate operational, staffing, vendor, and service risks.
• Drive root cause analysis and corrective actions for recurring issues.
Vendor & Stakeholder Management
• Coordinate issue resolution across internal teams, business partners, and vendors.
• Drive accountability for commitments, timelines, and deliverables.
• Maintain trusted relationships with key stakeholders.
Communication & Reporting
• Provide clear, timely updates regarding escalations, risks, operational performance, and staffing.
• Maintain reporting, metrics, dashboards, and management summaries.
• Ensure stakeholders have appropriate visibility into issues and priorities.
Continuous Improvement
• Improve processes, workflows, documentation, and operational effectiveness.
• Promote standardization, knowledge management, and best practices.
• Leverage technology, reporting, automation, and AI-enabled tools to improve efficiency and decision-making.