Operations Team Lead - Customer Experience Champion

Ameriprise Financial Services, LLC

Minneapolis (MN)

Hybrid

USD 62,000 - 86,000

Full time

2 days ago

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Job summary

Ameriprise Financial Services, LLC is seeking a customer service-focused leader to direct a team delivering advisor and client support. You will drive process improvements, coach staff, and partner across the organization to enhance the client experience. This role can be based in Minneapolis or Charlotte, with a strong in-office collaboration culture.

The position emphasizes coaching, performance management, and cross-functional teamwork to meet service standards and project goals.

Qualifications

Education: High School Diploma or GED.
Preferred: Bachelor’s degree or equivalent (4‑years).
Experience: 3-5 years of relevant experience.
Previous experience in customer service and process knowledge.

Responsibilities

Lead and coach direct reports, provide work direction and support to the team on processes and procedures related to transaction processing or customer service standards and techniques.
Assist and coach direct reports in resolving complex service issues or respond to and resolve such issues directly as needed.
Manage direct report workload and prioritize work to meet accuracy, transaction processing, and call quality metrics.
Participate in cross-functional projects and process improvement teams impacting customer service area.
Provide feedback through performance management to develop skills for team and individual success.