Digital Manager, Service Center

LPL Financial • Fort Mill, SC

8d • $66,744 - $111,240 • Hybrid

About The Position

As a Digital Services Manager at LPL Financial, you’ll play a pivotal role in our Service Center Organization. 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.

Requirements

• Bachelor’s Degree or 6+ years of progressive experience in related fields
• Minimum of 2 years as a team lead or manager of a team
• SIE Required
• S7 required or obtained within 90 days of employment
• Highly skilled at coaching, employee development, and managing and supporting employee performance
• Strong ability to drive results within a concurrent support environment
• Demonstrated proficiency in customer service
• Excellent communication skills; both written and verbal
• Problem-solving skills and ability to analyze performance data trends
• Agile mindset

Nice To Haves

• Experience with Microsoft Dynamics or CXOne’s live chat software
• Experience implementing AI-assisted chat software
• Financial services or FinTech experience
• Call center or service center high volume call and team management
• Professional coaching certifications
• Knowledge of project management tools and techniques
• Experience managing hybrid employees (in-office and remote)

Responsibilities

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

Benefits

• Competitive pay and compensation package
• Comprehensive benefits packages include health care, paid vacation and holiday time off, paid volunteer time off, and more
• Access to onsite gym, recreation spaces, and cost-free mental wellness support
• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level