Customer Experience Manager 2, Principal Advised Services

Principal Financial Group; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

Principal Financial Group is seeking a Customer Experience Manager II to lead a team of customer experience professionals within the Advised Services group. You will guide daily service operations, monitor performance metrics, and drive improvements in client experience while aligning with business goals.

This role requires strong leadership in a phone-based service environment, 8+ years of customer service, and FINRA licenses.

Qualifications

• 8+ years of customer service experience or equivalent shown through work experience, training, military experience, or education.
• 2+ years of leadership experience, which may include formal people leadership or informal leadership.
• Experience leading or supporting teams within a phone-based customer service environment.
• FINRA Series 6 & 63 licenses (or 66).

Responsibilities

• Lead, mentor, develop, and engage a group of customer experience professionals responsible for delivering outstanding client service.
• Be responsible for daily service operations, ensuring high-quality service delivery while meeting business goals and productivity expectations.
• Monitor workloads, service metrics, productivity, call volume trends, staffing needs, and operational performance to drive business results.
• Analyze service data and operational trends to find opportunities for process improvements, increased efficiency, and improved client experiences.
• Handle escalated client issues, complaints, and complex service situations, providing guidance and support to team members.
• Collaborate closely with operations leaders and business partners to align service and operational support models.

Skills

Customer service

Leadership

Phone support

FINRA licenses

Job description

What You'll Do

We’re looking for a Customer Experience Manager II to join our Principal Advised Services team. In this role, you’ll be responsible for directly managing a team of customer experience specialists, while driving key service initiatives and business objectives!

• Lead, mentor, develop, and engage a group of customer experience professionals responsible for delivering outstanding client service.
• Be responsible for daily service operations, ensuring high-quality service delivery while meeting business goals and productivity expectations.
• Monitor workloads, service metrics, productivity, call volume trends, staffing needs, and operational performance to drive business results.
• Analyze service data and operational trends to find opportunities for process improvements, increased efficiency, and improved client experiences.
• Handle escalated client issues, complaints, and complex service situations, providing guidance and support to team members.
• Collaborate closely with operations leaders and business partners to align service and operational support models.

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose‑led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!

Who You Are

• 8+ years of customer service experience or equivalent shown through a combination of work experience, training, military experience, or education.
• 2+ years of leadership experience, which may include formal people leadership or informal leadership.
• Experience leading or supporting teams within a phone‑based customer service environment.
• FINRA Series 6 & 63 (or 66) Licenses.

Skills That Will Help You Stand Out

• FINRA Series 9/10, 24, or 26 Licenses at time of hire or ability to obtain within 120 days. Must meet firm standards for registration within applicable jurisdictions.
• Experience with workforce management, staffing models, scheduling, call routing, workload forecasting, or service operations analytics.
• Experience building, scaling, or enhancing service organizations during periods of growth or transformation.
• Knowledge of financial services, investment servicing, retirement services, broker‑dealer operations, or wealth management environments.

Salary Range Information

Salary ranges below reflect targeted base salaries. Non‑sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

The following locations are examples of market‑specific salary ranges across different geographies.

• Wichita, KS: $84,600 - $114,300 / year
• Des Moines, IA: $89,300 - $120,650 / year
• Charlotte, NC: $94,000 - $127,000 / year
• Chicago/Minneapolis: $103,400 - $139,700 / year
• Los Angeles/New York City: $112,800 - $152,400 / year

Time Off Program

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short‑term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.

Pension Eligible

Yes

Location

We’re open to considering remote and hybrid talent. Locations for hybrid talent include Des Moines, IA or a Principal office (if available in your community). Check out our global headquarters here.

Work Authorization/Sponsorship

At this time, we’re not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1‑OPT, F1‑CPT, H‑1B, TN, L‑1, J‑1, etc. For additional information around work authorization needs please use the following links. Nonimmigrant Workers and Green Card for Employment‑Based Immigrants

Investment Code of Ethics

For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose‑led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well‑being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Posting Window

We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

Original Posting Date

9/10/2026

Most Recently Posted Date

9/10/2026

Principal uses artificial intelligence tools to assist in reviewing and evaluating job applications, fraud prevention, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Workforce (U.S.) Privacy Notice for more details on our practices and your data privacy rights.

LinkedIn Remote Hashtag

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