Associate Director, Client Experience

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 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 ranges are as follows: Tampa, FL: $171,900 - $269,500 per year. Atlanta, GA; Fort Lauderdale, FL; Charlotte, NC; and Dallas, TX: $180,500 - $283,000 per year. Houston, TX; Denver, CO; Chicago, IL; and Philadelphia, PA: $189,100 - $296,500 per year. Irvine, CA; Los Angeles, CA; Washington, DC (Headquarters); Ashburn, VA; and Boston, MA: $197,700 - $310,000 per year. New York, NY: $214,800 - $336,900 per year. San Francisco, CA: $223,500 - $350,400 per year.
• Hybrid work option – Staff will be assigned to one of our offices or locations, including: Washington, DC (Headquarters); Ashburn, VA; Irvine, CA; Los Angeles, CA; San Francisco, CA; Denver, CO; Fort Lauderdale, FL; Tampa, FL; Atlanta, GA; Chicago, IL; Boston, MA; New York, NY; Charlotte, NC; Philadelphia, PA; Dallas, TX; and Houston, TX. 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 December 26-31, 2025
• 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
  
  

Position Summary

The Associate Director, Client Experience, is part of the Office of Technology’s Client Engagement team, and will lead a high-performing team of client experience strategists and analysts that serve as the strategic liaison between the Office of Technology (OT) and the PCAOB Divisions and Offices (D/O), ensuring alignment between technology solutions and business objectives. This role is crucial in fostering strong, long-lasting relationships with the PCAOB business stakeholders. The ideal candidate will be a strategic thinker with exceptional communication skills and a passion for delivering technology solutions for mission enablement. They will be both a leader and trusted advisor, serving as an integral part of the technology organization by aligning the PCAOB’s long term plans and strategy with technology solutions to drive operational efficiency, improve customer experience, and achieve the PCAOB’s strategic goals. They will support the OT demand intake process while contributing to the development of business cases and prioritization of the portfolio, engaging with Business Owners, Product Owners and Division and Office stakeholders. The Associate Director will be a catalyst for change, evaluating and driving innovative and transformative initiatives. They will collaborate with various stakeholders, including business leaders, technology teams, and external partners, to design and implement the business aligned technology strategy, business roadmaps, and related governance that support our business objectives.

Responsibilities

Strategic Planning:

• Lead a team of Client Experience Strategists and Engineers through the quarterly strategic planning process that drives the OT portfolio planning process, prioritization, and technology roadmap refresh lifecycle.
• Act as a trusted advisor to business stakeholders, providing strategic guidance and recommendations while ensuring strategic alignment between mission success and technology capabilities.
• Collaborate with the Enterprise Strategy & Project Management Office on strategic planning sessions with business and technology stakeholders aimed at developing multi-year business-focused technology roadmaps.
• Lead the creation and update of technology heatmaps, roadmaps, business cases, and Objectives and Key Results (OKRs).
  
  

Digital Transformation

• Be a catalyst for change and a leader in driving digital transformations that support the Office of Technology strategic vision.
• Evaluate and incubate innovative and transformative initiatives playing a key role in developing business cases including business value, total cost of ownership, and OKR’s.
• Have a thorough understanding of the technology offerings within OT to advise D/O on the tools and technical solutions available to achieve current and future mission outcomes.
• Identify and evaluate industry trends and emerging technologies and their potential impact on the organization.
  
  

Business Relationship Management

• Build and maintain a thorough understanding of the PCAOB mission, environment and broad business and technology capabilities to ensure strategic alignment between mission success and technology capabilities.
• Partner with business and technology subject-matter experts to translate business needs into technological vision to ensure PCAOB develops the capabilities to enable the business.
• Establish and maintain a product-centric delivery approach across the organization, maintaining the product taxonomy, facilitating product owner forums, develop and maintain best practices, and advance the usage of OKR’s across the products.
  
  

Continuous Improvement

• Collaborate with OT teams to identify, develop, and implement technological solutions that meet business needs and drive innovation.
• Keep abreast of emerging technologies and industry trends to identify opportunities for business improvement.
• Apply data-driven methods to analyze our clients’ strategic challenges, solving complex problems and helping them realize business value and achieve their business outcomes.
• Serve as an integral part of maintaining the product design, business capabilities, and key business processes.
• Champion a culture of continuous improvement within the OT organization.
  
  

Leadership

• Manage a team of high-performing client experience strategists and engineers.
• Monitor team’s performance and drive individual results.
• Perform the full range of supervisory duties, including evaluating employee performance; making recommendations for appointment and promotion; hearing and resolve complaints; identify development and training needs of employees; other related supervisory tasks.
• Recruit, maintain, and develop staff consistent with business needs.
  
  

Qualifications

Education/Technical Expertise

• Bachelor’s degree in information technology, business administration, marketing, or related field.
• Minimum of 10 years of experience in IT, with at least 5 years in a business relationship management, client engagement, business architecture, or similar role.
• Minimum of 5 years of experience working in a Product-centric Agile delivery model ideally in an IT organization.
• Substantial leadership experience, preferably in an environment in which influence-based leadership and data-driven decision-making is dominant.
• Excellent verbal and written communication skills, with the ability to influence and negotiate effectively.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Deep understanding of client needs and a commitment to delivering exceptional client service.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
  
  

Leadership/Management Skills And Abilities

• 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 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.
• 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.