AVP, Client Experience Manager

LPL Financial•San Diego, CA

1d•$97,541 - $162,534

About The Position

As a strategic leader in delivering an elite and differentiated service experience, the Client Experience Manager will be responsible for shaping and driving the success of one of our Client Success Pods. This role focuses on creating a culture of service excellence, fostering collaboration across functions, and continuously innovating to enhance the client experience for our clients. While this position does not have direct reports, it requires strong leadership influence, team guidance, and program ownership.

Requirements

Series 7 required
Minimum of 5 years in the financial services industry with a strong background in service, operations, or compliance.
Proven experience influencing teams and driving results without direct authority.
Demonstrated success in leading service initiatives or programs within a broker-dealer or custodian environment.
Strong analytical and problem-solving skills with an entrepreneurial mindset focused on innovation and continuous improvement.
Ability to manage complex projects and deliver results in a fast-paced environment.
Strategic thinker with a passion for creating a differentiated client experience.

Nice To Haves

Past people leadership experience preferred, with ability to inspire and guide teams through influence.
Series 63, 66/65, and Series 24 preferred

Responsibilities

Serve as the cultural ambassador for service excellence within the pod, fostering collaboration, accountability, and a client-first mindset across Service, Case Management, Supervision, and Relationship Management functions.
Provide leadership and guidance to pod members through routines, coaching moments, and shared goals, while partnering closely with departmental leaders for alignment.
Maintain and evolve pod-level routines, ensuring consistency, efficiency, and continuous improvement in processes and client interactions.
Identify opportunities to enhance the client experience through innovative solutions, leveraging data insights and feedback to drive meaningful change.
Act as the primary point of contact for complex cases, escalations, and friction points, ensuring timely resolution and root cause analysis.
Utilize and maintain a client-level performance dashboard, tracking metrics such as Net Promoter Score, case resolution times, and pod optimization. Share insights and recommendations with leadership.
Coordinate and host regular meetings with individual offices to review service needs, outstanding escalations, and overall experience. Deliver actionable insights and best practices to reduce errors and improve outcomes.
Partner with other Client Experience Managers to ensure consistency in pod leadership and share innovative strategies across teams.
Solicit feedback from clients and internal partners, analyze trends, and champion initiatives that elevate the firm-wide service experience.
Prepare and deliver regular updates to key stakeholders, including performance metrics, survey results, and improvement opportunities.
Participate in town halls, webinars, and client engagement strategies to represent the pod’s impact and influence broader service initiatives.