Digital Experience Supervisor

Cambridge Investment Research, Inc. • Phoenix, AZ

3d • Hybrid

About The Position

Cambridge is seeking a Digital Experience Supervisor to lead and develop associates within its Digital Experience team. The role owns people leadership, performance follow-through, team health, and sustainable service delivery. It combines people leadership, service excellence, technology, and continuous improvement to help create exceptional experiences for Financial Professionals and their clients. The team includes associates supporting CIR Statements, whose expertise the Supervisor will help integrate into the broader Digital Experience organization while building a culture of accountability, collaboration, learning, and innovation.

The Supervisor coaches and develops associates, sets expectations, provides feedback, recognizes success, and addresses performance and development needs. The role supports consistent, accurate, high-quality service; monitors workload, service levels, quality, trends, escalations, and capacity; and guides associates through challenging situations and competing priorities. The Supervisor identifies process and technology improvements, partners across teams to resolve problems, and helps associates adapt to new technologies, processes, and service models. The role also encourages ideas related to automation, AI, digital tools, and technology adoption, connecting day-to-day work with the broader Service Experience and Digital Experience strategy.

The position is hybrid, with three days in the office, and is listed in Fairfield, Iowa, and Phoenix, Arizona.

Requirements

• Associate’s or Bachelor’s degree, or equivalent professional experience.
• 5+ years of experience in financial services, operations, customer service, technology support, digital adoption, business support, supervision, or a related field.
• FINRA SIE and Series 99 license required.
• Demonstrated experience leading, coaching, developing, and holding others accountable.
• Comfort addressing performance concerns and having difficult conversations directly and with follow-through.
• Strong communication, coaching, facilitation, relationship-building, and decision-making skills.
• Ability to balance multiple priorities and navigate complex or sensitive situations with sound judgment.
• Experience working with technology, digital tools, workflows, and service operations.
• Ability to turn strategy into clear expectations and practical action.
• Proficiency with Microsoft Office and an interest in learning and supporting evolving business technology.

Nice To Haves

• Series 7 license preferred.

Responsibilities

• Coach, develop, and empower associates to grow their skills, confidence, and capabilities.
• Set clear expectations, provide meaningful feedback, recognize success, and address performance or development needs.
• Create an environment built on trust, accountability, inclusion, and open communication.
• Help the team provide consistent, accurate, high-quality support to Financial Professionals, office staff, and internal partners.
• Monitor workload, service levels, quality, trends, escalations, and capacity to keep work moving effectively.
• Guide associates through challenging situations, technical questions, escalations, and competing priorities.
• Identify service gaps, unnecessary handoffs, rework, technology pain points, and process improvement opportunities.
• Use data, feedback, and associate insights to understand trends and recommend practical solutions.
• Partner across Compliance, Operations, Technology, HR, vendors, and other teams to solve problems and improve the experience.
• Help associates understand the reasons behind new technologies, processes, and service models, and build confidence as they adopt new ways of working.
• Support the continued integration of CIR Statements into Digital Experience while valuing existing expertise and strengthening consistency.
• Encourage curiosity and new ideas around automation, AI, digital tools, and technology adoption.
• Connect day-to-day work to the larger Service Experience and Digital Experience strategy.
• Help build a resilient, forward-thinking team prepared for what’s next.

Benefits

• Premium benefit package including medical, vision, dental, life, and long-term disability insurance.
• Vacation and sick time.
• 401(k) retirement plan with company matching program.
• Eleven paid holidays.
• Competitive benefits and promotion of work/life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree