Position: Director of Client Services & Senior Advisor

Department: Client Services

Reporting to: President & General Counsel

FLSA Status: Exempt
Location: Denver or Bentonville; periodic travel to households and other WEI offices

Walton Enterprises is seeking a skilled, highly motivated, and entrepreneurial individual to join the team as Director of Client Services & Senior Advisor. The ideal teammate is an experienced leader who demonstrates excellence in client relationship management, operational strategy, and team development. This individual serves as both a player–coach—personally managing one household relationship—and the day-to-day leader of WEI’s Client Services Advisors (CSAs).

About the Position

The Director of Client Services & Senior Advisor is a player–coach who leads WEI’s Client Services Advisors (CSAs) while personally serving as the senior advisor for one assigned household. In partnership with the President & General Counsel, the Director ensures the client experience is elevated, consistent, and aligned to WEI’s service model.

This role blends team leadership (people, process, and performance) with hands-on client relationship management. The Director will set direction with the President, translate strategy into execution, and steward day-to-day operations—meeting facilitation, capacity planning, and quality assurance—while modeling the CSA craft for the team.

Scope note: The President serves as the executive sponsor of the Client Services function and will share oversight and accountability for household relationships with the Director. The Director acts as the day-to-day leader and force-multiplier, collaborating with the President to develop strategy, engaging in thought partnership with the President on important service and household matters, implementing strategy, coaching CSAs, and ensuring delivery quality.

Work Environment & Travel

• Hybrid work with periodic travel to households and WEI offices; some after-hours availability to support urgent client needs.
• Strict confidentiality and discretion expected; handle sensitive information with care in accordance with WEI policies.

What you will do

Responsibilities

Team Leadership & Management (day-to-day)

• Lead and coach the CSA team; model best-in-class client service for one assigned household.
• Run the operating rhythm (weekly standups, monthly reviews, quarterly/annual planning); maintain agendas, pre-reads, and decision/action logs.
• Set work quality expectations; review key deliverables for clarity, completeness, and audience-right communication; drive continuous improvement.
• Manage capacity and workflow allocation; coordinate coverage and surge support; escalate constraints to the President early.
• Administer team operations: approve PTO, review/approve expenses and time entries, and coordinate with Finance on budget tracking.
• Recruit, onboard, and develop CSAs; maintain role descriptions, interview guides, and training plans.

Strategy & Partnership with the President

• Partner with the President to set Client Services strategy, goals, and service standards; contribute to annual planning, budget, and headcount proposals.
• Translate strategic decisions into pragmatic implementation plans (process, templates, tooling) and lead change management with the team.
• Align Client Services with internal shared services (Accounting/Finance/FP&A, Technology, HR, Communications, Legal/Risk, Real Estate, Security, Tax/Wealth Planning) and with external advisors.

Senior Client Service Advisor (Assigned Household)

• Serve as the primary relationship manager for one household, delivering a curated and highly personal client experience.
• Provide thoughtful planning and advice for the household using personal expertise and the others’ expertise
• Proactively surface planning opportunities and coordinate the right internal/external experts; manage vendor selection, onboarding, and performance as appropriate.
• Own the household workplan; ensure milestones, deliverables, and decision rights are clear and on time.
• Establish and run household cadences; produce executive-ready materials that synthesize complex topics; tailor the “last mile” for audience and context.

Cross-Household Support & Governance

• Provide targeted support to other households through their CSAs, with heavy support from the President for complex or sensitive matters.
• Maintain standard tools/templates (reporting packages, planning cycles, DOAs/SLAs, communications norms) and drive team-wide adoption.
• Ensure each household maintains a living Service Agreement; uphold documentation, auditability, and decision discipline.
• Track risks, issues, and follow-ups; shepherd escalations through defined forums and leadership channels.

Operations, Tooling & Reporting

• Maintain a lightweight operating system for Client Services (templates, trackers, knowledge base, and shared calendars); ensure version control and findability.
• Drive consistent use of CRM/task management; publish a monthly dashboard (timeliness, rework, satisfaction, risks) and a quarterly retrospective with improvement actions.
• Coordinate vendor governance with subject-matter leads; ensure deliverables meet WEI standards.

Key Outcomes (first 12–18 months)

• Exemplary “player–coach” execution: The Director’s assigned household is a model of the CSA responsibility (cadences, documentation, and communications) and a training ground for the team.
• Consistent delivery across households: Household workplans and calendars are current, with milestones, owners, and service standards met; no dropped balls; risks and decisions are tracked to closure.
• Cadences that run on rails: Weekly ops standups, monthly advisory touchpoints, and quarterly/annual reviews are defined, calendared, and well-run with pre-reads and decision logs.
• Service Agreements in place: Each household has a living Service Agreement (scope, cadences, DOA/decision rights, comms norms).
• Quality system & metrics: A simple scorecard and QA process are in place (timeliness, accuracy, rework, stakeholder satisfaction), with trends reviewed in team meetings and actions assigned.
• Capacity & resourcing clarity: Team workload is visible; capacity constraints are flagged early; backstops and coverage plans exist for key roles and peak cycles.
• Team effectiveness: CSAs receive regular 1:1s and actionable feedback; development plans are in place; time-off and expense approvals are timely and accurate.
• Cross-functional orchestration: Internal partners and external vendors are engaged through clear scopes, milestones, and success measures; escalations follow defined pathways.

Who we are looking for

Capabilities & Behaviors

• Relationship Leadership: Builds trust quickly; navigates complex dynamics with professionalism; maintains appropriate boundaries.
• Strategic & Systems Thinking: Connects dots across functions; anticipates implications; designs practical solutions.
• Operational Excellence: Plans the work and works the plan; closes loops; holds self and others accountable to SLAs and quality.
• Audience-Right Communication: Structures updates, asks, and recommendations for busy decision makers; produces clear, concise materials.
• Team-First Mindset: Advances household goals while reflecting WEI standards, capacity, and governance.
• Learning Orientation: Seeks feedback; adapts processes; raises issues early with solutions in hand.

Qualifications required for your success

• 20+ years of progressive experience in a family office, private client services, or complex program/account management environment, including direct leadership of relationship managers.
• Demonstrated excellence serving ultra-high-net-worth principals and their ecosystems; adept at diplomacy, discretion, empathy, and judgment.
• Strong financial acumen and understanding of wealth planning processes and outcomes; comfortable coordinating multi-disciplinary experts.
• Proven cross-functional project/program leadership (workplanning, RACI, dependency and risk management, facilitation, vendor coordination, budgeting fundamentals).
• Outstanding written and verbal communication; able to translate technical content (legal, tax, investment, real estate, technology) into clear next steps and decisions.
• Bachelor’s degree required; advanced degree or relevant certifications (e.g., CFP, CFA, CPWA, JD/MBA) strongly preferred.

How Success Will Be Measured

• Household satisfaction and internal stakeholder feedback for the Director’s assigned household.
• On-time, high-quality delivery across households; adherence to Service Agreements and SLAs; reduction in rework.
• Effective risk/issue escalation and resolution; clarity and consistency of communications; well-run cadences and decision discipline.
• Team engagement, growth, and retention; hiring/onboarding effectiveness; adoption of tools and templates.
• Contribution to improving shared tools, templates, and processes across Client Services; measurable improvements shown on the team dashboard.

Personal attributes that support your success

• Demonstrates discretion, integrity, and expertise while serving as a trusted advisor to principals and colleagues.
• Collaborates respectfully and effectively with others, contributing to a supportive, team-oriented environment.
• Approaches challenges with curiosity, bold thinking, and a commitment to continuous learning and innovation.
• Maintains a strong focus on results, consistently exercising sound judgment and decision-making.
• Brings a visionary mindset, planning strategically for the future with imagination and insight.
• Committed to excellence and actively engages with others to accomplish shared goals.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

Benefits Information

Compensation Range: $438,000 – $548,000

Benefits Information: We offer a comprehensive and generous benefits package which includes medical, dental, and vision insurance, a 401(k) retirement plan and paid time off.

About Walton Enterprises

Walton Enterprises supports the personal, philanthropic, and business activity for the Walton family. We are a family-led organization, supporting multiple generations of Sam and Helen Walton’s family.

We value trust, mutual respect, and a workplace where every associate belongs and can do their best work. We bring together talented people with different backgrounds and viewpoints, support their growth, and empower them to contribute meaningfully.

We are an equal opportunity employer committed to a workplace that is free of discrimination and harassment of any kind. All applicants receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, genetic information, or any other status protected by the laws or regulations in the locations where we operate.