AVP, Client Feedback & Experience Operations

LPL Financial LLC; Tempe (AZ); Presencial; USD 87.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Descripción de la vacante

LPL Financial Holdings Inc. is hiring an AVP, Client Feedback to operationally manage and strengthen the firm’s closed-loop feedback program. You will coordinate between clients and internal SMEs, ensure timely responses, and govern the feedback process with a focus on client-centricity and continuous improvement.

The role emphasizes governance, risk mitigation, and proactive issue resolution within SLAs, collaborating with diverse teams to enhance client experiences and operational excellence.

Formación

• 5+ years in client experience, feedback management, operations, or service quality.
• 5+ years working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
• 3+ years in the wealth management industry.
• Bachelor’s degree in communications, business administration, social sciences or related field.

Responsabilidades

• Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
• Serve as a quality control checkpoint for consistent, professional client communications.
• Monitor feedback trends, escalating urgent or systemic issues as needed.
• Partner with cross‑functional feedback SMEs to drive delivery of responses within defined SLAs by tracking timelines, sending reminders, and proactively mitigating risks.
• Drive proactive oversight of feedback, including monitoring stale or aging items, and re-engaging stakeholders to move issues forward.
• Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high-risk feedback.
• Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
• Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
• Champion a culture of client-centricity, accountability, and continuous improvement across the organization.

Conocimientos

Client Experience

Process Improvement

Cross-functional Collaboration

Communication

Problem Solving

Educación

Bachelor’s degree in communications, business administration, social sciences or related field

Herramientas

Medallia

Tableau

Descripción del empleo

LPL Financial Holdings Inc. is hiring an AVP, Client Feedback to operationally manage and strengthen the firm’s closed-loop feedback program. You will coordinate between clients and internal SMEs, ensure timely responses, and govern the feedback process with a focus on client-centricity and continuous improvement.

The role emphasizes governance, risk mitigation, and proactive issue resolution within SLAs, collaborating with diverse teams to enhance client experiences and operational excellence.