CAIA Association

Compensation

Full Description

Title: Associate Director of Customer Relations Classification: Exempt Position Type: Full-Time Reports to: Chief Operating Officer Department: Candidate and Member Relations Location: Remote Salary Range: $80,000 - $100,000 About CAIA Association The CAIA Association, a global professional body, pioneers a new era in investment management. At the forefront of the shifting of alternative investment asset classes from 'alternative' to mainstream, CAIA embraces diverse expertise and interdisciplinary knowledge essential for responsible capital allocation and client stewardship. A Member-driven organization representing professionals in more than 100 countries, the organization seeks to prepare investors for a dynamic future, disrupting traditions, creating opportunities, and fostering long-term sustainability. Position Overview The Associate Director of Customer Relations enhances exceptional Candidate and Member experiences through effective execution, cross-functional collaboration and operational excellence. This role supports strategic initiatives by translating customer insights into actionable improvements, optimizing service delivery, and fostering a culture of continuous improvement that strengthens customer relationships and drives retention. Duties and Responsibilities: Customer Engagement & Experience Support voice-of-the-customer initiatives and translate insights into improvements. Promote a customer-centric mindset across all touchpoints. Contribute to the execution of customer engagement strategies that foster emotional connection and loyalty. Collaborate with marketing and engagement teams to implement personalized service approaches across customer segments and journey stages. Service Delivery & Operational Strategy Coordinate with the Programs team to ensure seamless global high-stakes exam delivery aligned with organizational goals. Execute cost-optimization initiatives, including pop-up test centers and seat capacity planning. Collaborate on digital curriculum and badge delivery to ensure excellence. Recommend and implement customer-centric process improvements across digital and physical operations. Cross-Functional Advocacy & Leadership Work with global teams to support integrated, customer-focused exam experiences. Use data insights to advocate for service consistency to reduce friction. Apply Lean methodologies to enhance service efficiency and consistency. Contribute to the design and execution of feedback loops and loyalty building initiatives. Support customer success programs that help drive retention and advocacy. Operational Excellence and Process Management Maintain and update SOPs to ensure operational consistency. Oversee registration related projects and timelines. Collaborate with IT on automation and self-service enhancements. Serve as key member of the Misconduct Committee. Team Development & Culture Lead and develop a high-performance team (currently 3 direct reports) through coaching and engagement. Align team goals with customer success outcomes. Promote cross-functional collaboration and support succession planning. Partner with marketing to guide persona-specific strategies and ensure stakeholder alignment. Qualifications: Bachelor's degree in business, Operations Management, or related field. 5+ years progressive customer service experience with 3+ years in management. Demonstrated experience with operational excellence (Lean, Six Sigma, or similar). Strong project management and analytical skills. Proficiency in CRM, workforce management, and analytics platforms. Proven ability to lead teams and drive customer-focused outcomes. Preferred Qualifications: Certification in customer experience management (CCXP) or operational excellence. Experience with digital transformation and omnichannel service delivery. Background in management and organizational development. Expertise in predictive analytics and customer intelligence platforms. Success Profile: The ideal candidate is a collaborative leader who thrives in dynamic environments, demonstrates strong commitment to customer success, and has a proven ability to translate strategic vision into operational reality. They possess both analytical rigor, tactical leadership, and emotional intelligence to build engaging customer relationships and drive measurable improvements. To learn more about the CAIA Association and how to become part of a professional network that is shaping the future of investing, please visit https://caia.org/. CAIA is an equal opportunity employer.