Service Experience Leadership

Cambridge Investment Research, Inc. • Phoenix, AZ

4d • Hybrid

About The Position

The Service Experience Leader is responsible for leading and supporting the Willow customer service teams to deliver consistent, high-quality service experiences. This role focuses on people leadership, operational excellence, and continuous improvement, ensuring team members are engaged, well-trained, and aligned with company standards. The Service Experience Leader partners closely with management to drive performance, resolve escalations, and enhance service delivery in support of business and client goals.

Requirements

• The ideal candidate has prior experience leading or supervising customer service, operations, or service-oriented teams and demonstrates strong people leadership skills, with the ability to coach, develop, and motivate associates.
• They bring a proven ability to manage performance, address issues effectively, and foster a positive, high-performing team culture.
• A customer-focused mindset, strong organizational and documentation skills, and attention to detail are essential, along with the ability to handle escalated situations calmly and professionally while balancing day-to-day operational responsibilities.
• The Securities Industry Essential (SIE) and Financial Industry Regulatory Authority (FINRA) Series 99 are required within 12 months of being hired.

Responsibilities

• Supervise the day-to-day activities of team or teams within a department including but not limited to administering performance reviews, progressive discipline, staffing, ensuring adequate initial and ongoing training, and ensure adherence to company and departmental policies, procedures, and standards
• Drive overall team effectiveness by monitoring morale, work quality, and prioritizing team assignments
• Implement team enhancements in order to continually improve service
• Provide input to management for the budgetary process
• Resolve escalated issues and fill in when necessary by performing regular departmental duties
• Maintain accurate records and document actions for areas managed

Benefits

• Our comprehensive benefits package is designed to support your health, well-being, and work-life balance.
• We offer paid time off, paid holidays and floating holidays, medical, dental, and vision coverage, short- and long-term disability, and company-paid life insurance.
• Associates also enjoy volunteer time off, wellness incentives, and additional benefits that support you both personally and professionally.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees