Posted:
7/23/2024, 12:39:32 AM
Location(s):
District of Columbia, United States ⋅ Washington, District of Columbia, United States
Experience Level(s):
Expert or higher ⋅ Senior
Field(s):
Customer Success & Support
Join us and make a difference in global investor protection.
Who We Are
The Public Company Accounting Oversight Board (PCAOB), a nonprofit organization established by Congress, oversees the audits of public companies and SEC-registered brokers and dealers to protect investors and to further the public interest in the preparation of independent, accurate, and informative audit reports.
Our investor protection mission is focused on modernizing audit standards, enhancing audit inspections, and strengthening enforcement of PCAOB rules and standards and other related laws and rules. People are at the heart of our mission at the PCAOB. As we carry out that mission, we strive to uphold the highest standards in audit quality with investors’ families, savings, and futures in mind.
We are hiring mission-driven professionals interested in a career with purpose, competitive benefit offerings, and work-life flexibility. If you are interested in working with a diverse group of talented professionals to protect investors and drive audit quality and innovation while adhering to the highest standards of ethical and professional conduct, join us.
What We Offer
At the PCAOB, we offer a highly competitive compensation and benefits package with a focus on the health and financial well-being of our valued team members. Some of the features of our comprehensive Total Rewards package include:
Compensation – We support transparency, equity, and fairness in our compensation programs and provide a reasonable estimate of the salary range, based on data-driven market analysis, for each job posting. While it is not typical for an individual to be hired at or near the top of the range, a reasonable estimate of the salary range for this role in Washington, DC (Headquarters) is $242,000 - $399,200. Team members may also be eligible for performance-based discretionary awards.
Hybrid work option – Staff will be assigned to the Washington, DC (Headquarters) office. Staff can choose to live and work from anywhere within the United States but will be required to commute to their assigned office or location for occasional intentional gatherings or meetings at the frequency required by their supervisor. Travel to an assigned office or location for commuting purposes will not be considered reimbursable business travel, unless otherwise required by state law. Business travel is reimbursable in an amount not exceeding the cost to travel from the assigned office or location, unless otherwise required by state law.
Generous paid time off – Up to 6 weeks annually, in addition to 12 federal holidays, 2 floating holidays, and a year-end break from December 25 –31, 2024
Highly competitive 401(k) match and savings options – Immediate vesting and contributions matched dollar for dollar, up to 7 percent of eligible compensation. Roth in-plan conversion available.
Comprehensive and competitive health benefit offerings – Medical, dental, and vision plans
Supportive paid family leave benefits – Up to 16 weeks paid parental leave and up to 16 weeks paid caregiver leave
Life insurance benefits – Basic life and AD&D insurance provided; supplemental insurance also available
Education benefits – PCAOB staff qualify for the Public Service Loan Forgiveness (PSLF) program. We also offer student loan repayment assistance, staff college tuition assistance, and college coach program support.
Well-being and family resources – Mental health and well-being resources, paid volunteer time, emergency child/adult dependent back-up care services, family-forming assistance, discounted gym memberships, employee assistance program (EAP), health advocate program, and more
Commuter benefits – Tax-free employer subsidy and pretax employee deductions
Role Summary
PCAOB has a full-time, regular position for a Chief Client Engagement Officer in the Office of Technology (OT). The position will be based in the PCAOB’s Washington, DC office, but will require travel to the Ashburn, VA office occasionally. The Chief Client Engagement Officer will be responsible for developing and executing client engagement strategies to enhance client satisfaction and foster long-term client relationships. This role will require a strategic thinker with a strong understanding of client needs and market trends, as well as excellent leadership and communication skills. The role will help advance and improve the business strategy through a Client Engagement support model working in partnership with the PCAOB business entities and Board priorities and through optimal customer success in Tier 1 support.
Responsibilities
Develop Client Engagement Strategy:
Lead the development of comprehensive client engagement strategies aligned with the many PCAOB Division/Offices business objectives.
Identify opportunities to enhance client experience and satisfaction across all relevant stakeholders.
Client Relationship Management:
Serve as the primary point of contact for PCAOB Division/Offices.
Build and maintain strong, long-lasting stakeholder relationships.
Develop a deep understanding of PCAOB Division/Offices needs and objectives.
Serve as a primary point of contact for escalated customer issues, ensuring prompt resolution and effective communication with stakeholders.
Cross-functional Collaboration:
Collaborate closely with the teams across Office of Technology (OT) to ensure alignment on Division/Offices engagement initiatives.
Champion the voice of the business internally.
Collaborate with IT leadership, cross-functional teams, and external vendors to resolve complex technical issues and implement service improvements.
Performance Monitoring and Reporting:
Establish metrics and KPIs to measure business engagement effectiveness, analyze trends, and implement corrective actions as needed.
Develop and implement strategic goals and objectives for the service desk in alignment with PCAOB’s overall IT strategy and business goals.
Lead and manage a team of service desk managers, supervisors, and technicians, providing direction, coaching, and mentoring to ensure high performance and professional development.
Establish and enforce service level agreements (SLAs), operational policies, and procedures to maintain service quality and meet organizational standards.
Drive continuous improvement initiatives to streamline service desk processes, enhance efficiency, and optimize resource utilization.
Monitor performance against goals and report on key metrics to senior leadership.
Team Leadership and Development:
Build and lead a high-performing client engagement team.
Provide coaching, mentorship, and professional development opportunities for team members.
Market and Industry Insights:
Stay informed about market trends and industry developments.
Use insights to adapt and improve client engagement strategies.
Risk Management and Compliance:
Mitigate risks associated with client engagements.
Effectively capture and report on key issues to senior leadership.
Qualifications
Education/Technical Expertise
Bachelor’s degree in information technology, business administration, marketing, communications, or related field.
Proven experience of 15+ in a senior client engagement or client relationship management role.
Communication: Excellent verbal and written communication skills, with the ability to influence and negotiate effectively.
Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
Strategic Thinking: Demonstrated ability to develop and implement strategic plans and initiatives.
Client Focus: Deep understanding of client needs and a commitment to delivering exceptional client service.
Industry Knowledge: Comprehensive knowledge of industry trends, market dynamics, and best practices.
Preferred Qualifications
Master’s degree in relevant field.
Leadership/Management Skills and Abilities
Strong leadership abilities with a track record of building and managing high-performing teams.
Ability to drive a positive “tone at the top” of the organization and hold others accountable for doing the same.
Ensures that own behavior and the behavior of others is consistent with the highest ethical standards and aligns with the values of the organization.
Must be able to motivate and inspire employees at all levels of the organization in order to enhance team commitment and individual performance.
Proven skill as a leader capable of building, managing, and retaining a talented staff.
Proven ability to develop, coach, and mentor staff, providing constant feedback and clear direction.
Ability to promote collaboration by unifying teams, setting common goals and incentivizing collaborative behavior.
Demonstrated success in establishing and maintaining positive working relationships with others, both internally and externally, to achieve the goals of the organization.
Strong ability to build credibility, organize effectively, solve problems quickly and communicate clearly.
Possesses the balance and emotional intelligence required to meet the diverse needs of the other PCAOB Divisions and Offices.
Proven ability to navigate and resolve various types of conflict in a timely and productive manner.
Equal Employment Opportunity
All PCAOB employees are entitled to equal opportunity and a professional work environment, free of discrimination and harassment. A workplace free of discrimination and harassment is fundamental to professional success and to the PCAOB's mission. The PCAOB will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
#LI-Hybrid
Website: https://pcaobus.org/
Headquarter Location: Washington, District of Columbia, United States
Employee Count: 501-1000
Year Founded: 2002
IPO Status: Private
Industries: Association ⋅ Financial Services ⋅ Non Profit