AVP, Program Management

LPL Financial • Fort Mill, SC

5d

About The Position

What if you could be a part of the team that transforms client experiences with cutting edge AI solutions by providing frontline support associates with access to the most innovative tooling within the wealth management industry? What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If the idea of leading the strategic execution of LPL's Service Enablement Program excites you, then this role at LPL Financial is the place for you! Job Overview: We are seeking an experienced AVP of Program Management to lead the strategic execution of LPL's Service (ie contact center) Service Enablement Program. The role is critical to achieving our ambitious goals of flipping the service model from predominantly human-assisted to digital-led support while driving cost-to-serve value capture. The successful candidate will orchestrate complex, cross-functional initiatives including Real Time Guidance, transformation of LPL's live chat platform, IVR enhancements, Frontline Empowerments and holistic digital transformation efforts that will fundamentally reshape how financial advisors interact with LPL's service organization.

Requirements

• Bachelor's degree required; 5+ years of program management experience leading enterprise-scale digital transformation initiatives
• Experience in financial services, preferably wealth management and broker-dealer operation
• Solid understanding of conversational AI, knowledge management systems, and digital adoption strategies
• Experience with Agile and PI planning processes
• Familiarity with service center operations, call center technologies, and CRM platforms
• Working knowledge of GenAI applications in customer service (LLMs, intent recognition, automated workflows)

Nice To Haves

• MBA or relevant advanced degree preferred
• PMP, Agile, or similar project management certification
• Background in implementing AI/ML solutions at enterprise scale
• Experience with practice management optimization in wealth management

Responsibilities

• Drive execution of the Service Enablement Program's initiatives and core workstreams
• Develop and maintain program roadmaps that balance immediate needs with transformational thinking across a 3-year horizon
• Present strategic program updates to Service & Supervision executives, focusing on outcomes, learnings, and strategic pivots
• Transform complex technical implementations into clear business narratives that resonate with senior leadership
• Drive achievement of critical OKRs and KPIs, developing the capabilities to track, set targets, and monitor
• Lead business readiness initiatives impacting 1,000+ service representatives and 35,000+ financial advisors
• Develop adoption strategies that address proficiency gaps and diverse target audience segments
• Partner with Learning & Development to create scalable training programs and AI-driven adaptive learning pathways

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees