A strategic, technology-forward executive to modernize how support teams serve financial advisors and their clients, defining strategy for platforms, workflows, knowledge, analytics, and workforce capabilities.
Pay Range: $189,108.00 - $315,180.00
- Define and execute a multi-year agent support enablement strategy aligned with LPL’s advisor and client experience priorities, growth plans, and operating model.
- Own the roadmap for CRM, case management, knowledge management, workflow automation, quality tools, conversational AI, agent-assist capabilities, and omnichannel service experiences.
- Redesign end-to-end service journeys using data, interaction insights, feedback, and process analysis to remove friction, reduce transfers and repeat contacts, and improve first-contact resolution.
- Lead platform selection, business cases, vendor governance, implementation, integration, and value realization for enterprise support technologies.
- Establish a modern knowledge and content operating model that delivers accurate, contextual, and compliant guidance at the point of need.
- Bachelor’s degree or equivalent relevant experience
- Nice to have: Salesforce
- Nice to have: ServiceNow
- Nice to have: Microsoft Dynamics 365
- Nice to have: Genesys