Remote Customer Experience Manager II

Principal Financial Group

Des Moines (IA)

Hybrid

USD 89,000 - 121,000

Full time

2 days ago

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Job summary

Principal Financial Group is seeking a Customer Experience Manager II to lead a team of customer experience specialists within the Principal Advised Services group. You will steer daily service operations, drive key initiatives, monitor performance metrics, and collaborate with cross-functional partners to improve client experiences.

The role requires 8+ years in customer service, 2+ years in a leadership capacity, and FINRA licenses.

Qualifications

8+ years of customer service experience or equivalent.
2+ years of leadership experience.
Experience leading teams within a phone-based customer service environment.
FINRA Series 6 & 63 (or 66) Licenses.

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.