Remote Customer Experience Manager — Operations & Growth

Principal Financial Group

United States

Hybrid

USD 90,000 - 140,000

Full time

8 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 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.