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Leads an enterprise client experience team, overseeing customer service delivery, quality assurance, performance metrics, scheduling, case assignments, escalations, coaching, and process improvement. The role mentors representatives, conducts one-on-ones and quality reviews, manages service coverage across multiple channels, and partners with leadership to improve customer satisfaction and operational efficiency. Strong 401(k) plan administration knowledge and industry experience are required.

Owns the client onboarding experience from signed agreement through live retirement plan. Leads onboarding and conversion team leads, builds scalable workflows, SOPs, and training, manages timelines and service levels, partners with Product and Engineering on workflow tools, tracks operational KPIs, forecasts capacity, and resolves cross-functional onboarding issues.

Provides flexible cross-functional support across 401(k) plan onboarding, conversions, and client servicing. Manages cases through milestones and SLAs, coordinates with sponsors and external partners, supports plan setup and asset transfers, maintains Salesforce documentation, handles client communications and escalations, and ensures compliance with ERISA, IRS, and DOL requirements. The role is fully remote and requires strong organization, communication, accuracy, and adaptability in a high-volume environment.

Supports end-to-end onboarding of newly sold 401(k) plans from contract through go-live. Responsibilities include preparing plan documents, verifying plan design elections, establishing trust and investment configurations, coordinating payroll integrations, monitoring initial contributions, maintaining Salesforce records, educating plan sponsors and advisors, ensuring ERISA, IRS, and DOL compliance, and escalating complex issues appropriately.

Outbound and inbound prospecting to generate pipeline, qualify prospects, and book discovery meetings for Senior Retirement Plan Consultants. Maintain accurate activity, pipeline, and contacts in Salesforce; hit outreach and meeting targets; collaborate with sales and marketing; represent Ubiquity professionally. Hybrid role based in New York City focused on small-business retirement solutions.