Platform Operations Alternatives, Delivery Manager, Team Lead - Vice President

$140,000 - $180,000/Yr

Icapital - New York, NY

Full-time - Senior

New York, NY

Health and Personal Care Retailers

About the position

The Vice President of Platform Operations at iCapital will oversee the delivery of technical and operational requirements for the alternative investments business. This role involves managing a team to ensure quality and efficiency in platform operations while fostering client relationships and driving process improvements. The ideal candidate will thrive in a fast-paced environment with a focus on continuous process improvement.

Responsibilities

• Lead a team responsible for the execution of day-to-day platform operations for the alternative investment business.
• Provide training and guidance on processes, quality control, and adherence to operational standards.
• Manage a dedicated book of alternative investment clients ensuring high-quality deliverables for recurring business activities such as fund launches, platform configurations, technical operations, and ongoing support.
• Oversee and resolve escalations to ensure timely responses to support strong client relationships.
• Ensure the team's strict adherence to established processes and procedures, with a focus on operational consistency, testing, and quality control.
• Drive ongoing improvements in processes and workflows to enhance efficiency, reduce manual effort, and streamline operations.
• Implement and maintain best practices for documentation, knowledge sharing, and process transparency within the team and across departments.
• Work cross-departmentally with several internal teams including Client Management, Product, and Fund Origination, collaborating to troubleshoot issues, identify platform enhancements, and support overall business objectives.

Requirements

• 10+ years of experience in platform operations or similar function within fintech, financial services or SAAS, with prior experience in a growth stage platform is preferred.
• Proven experience managing a small technology and operations-oriented team in a growth-stage environment, ideally within fintech, financial services, or a related field.
• Meaningful experience leading operations with ticketing management, client responsiveness, and solving operational and support issues.
• Demonstrated ability in process improvement and/or complex deliverables within fintech, financial services, or SaaS space.
• Experience with technical integrations and business processes is a plus.
• Exceptional organizational skills and able to manage competing priorities in a fast-paced setting while working cross-functionally.
• Strong written and verbal communication skills, with an emphasis on documentation and knowledge management.

Nice-to-haves

• Experience onboarding new team members is a plus.
• Experience with technical integrations and business processes is a plus.

Benefits

• Base salary range of $140,000 to $180,000.
• Equity for all full-time employees.
• Annual performance bonus.
• Employer matched retirement plan.
• Generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling.
• Parental leave.
• Unlimited paid time off (PTO).