Digital Manager, Service Center

Digital Services Manager

Are you a dynamic leader with a passion for driving success? Do you possess a natural talent for inspiring and motivating others to achieve greatness? If so, we have an exciting opportunity for you!

LPL Financial operates on the principle that the firm should work for the advisor, not the other way around. As a leader in the markets we serve, LPL supports over 22,000 financial advisors, 1,100 institution-based investment programs, and 500 independent RIA firms nationwide. Our commitment to the advisor-centered model ensures personalized guidance for Americans seeking financial advice. At LPL, advisors have the freedom to choose their business model, services, and technology resources, allowing them to run their perfect practice and serve their clients effectively.

As a Digital Services Manager at LPL Financial, you'll play a pivotal role in our Client Success team. Your responsibilities include leading a talented group of approximately 15 Service representatives. You'll guide them in delivering exceptional service to our valued investors and advisors across live chat, web inquiries, and email. Your mission is to provide real-time coaching, develop your team's capabilities, and ensure clients receive service that reflects our commitment to excellence.

Key responsibilities include :

• Team Leadership : Directly lead and guide your team, setting performance and career objectives. Provide coaching and foster motivation to achieve optimal results.
• Real-Time Coaching : Coach individual team members, addressing pain points and client escalations to enhance customer management skills.
• Process Improvement : Leverage data insights to iterate and innovate existing processes. Establish documented operating procedures.
• Customer Satisfaction : Develop and implement strategies to increase customer satisfaction, first call resolution, and live chat concurrency.
• Service Escalations : Support Service Professionals and clients during escalations.
• Performance Metrics : Use performance reports to coach and develop your team. Identify trends and areas for improvement.
• Talent Acquisition : Identify, interview, and hire exceptional team members.
• Administrative Management : Handle timecard approvals, review time-off requests, and monitor attendance.
• Collaboration : Establish productive relationships with key business partners, including live chat product and tech owners.

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements :

Core competencies :

Preferences :

Benefits :

Your dedication to client satisfaction and effective team leadership will drive success and reinforce our client-centric values. By taking care of our advisors, you'll empower them to better serve their clients, solidifying our reputation as a trusted financial partner.

Pay Range : $64,800-$108,000 / year. Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!