Senior VP, Workforce Strategy & Capacity Forecasting

LPL Employee Services; New York (NY); On-site; USD 189,000 - 315,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial Holdings Inc. is seeking a Senior leader to oversee workforce management and capacity forecasting across Service and Operations.

The role drives strategy, forecasting, planning, and optimization for a large-scale organization spanning contact centers, digital channels, and future AI-enabled service models. This executive will partner with Service, Operations, Finance, and other leaders to anticipate demand, align capacity with growth, and enable scalable service delivery in a

Qualifications

• Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline.
• 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
• Experience managing multi‑channel customer service environments and operational processing functions.

Responsibilities

• Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
• Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
• Build and continuously evolve a best-in‑class workforce management capability that balances client experience, employee experience, productivity, and cost efficiency.
• Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
• Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.
• Establish governance, performance metrics, and operating routines that drive accountability, operational excellence, and continuous improvement.
• Evaluate and optimize the impact of digital service channels, self‑service capabilities, AI‑assisted support, and automation on workforce demand and capacity requirements.
• Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations to ensure service and operational resilience.
• Build, lead, and develop a high‑performing team of workforce planning, workforce management, and analytics professionals.
• Serve as a strategic advisor to executive leadership on workforce trends, capacity risks, productivity opportunities, and the future of service and operations delivery.

Skills

Leadership

Forecasting

Strategy

Collaboration

Analytical thinking

Education

Bachelor's degree in quantitative field

Job description

LPL Financial Holdings Inc. is seeking a Senior leader to oversee workforce management and capacity forecasting across Service and Operations.

The role drives strategy, forecasting, planning, and optimization for a large-scale organization spanning contact centers, digital channels, and future AI-enabled service models. This executive will partner with Service, Operations, Finance, and other leaders to anticipate demand, align capacity with growth, and enable scalable service delivery in a