Senior VP, Workforce Strategy & Capacity Optimization

LPL Financial; Fort Mill (SC); 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

and more

Job summary

LPL Financial is seeking a SVP, Workforce Management & Capacity Forecasting to lead strategy, forecasting, planning, and capacity optimization across contact center and digital channels. This role partners with executive leaders to anticipate demand and enable scalable service delivery in a rapidly evolving environment.

We’re looking for a senior leader who can build a high-performing team, apply AI-driven insights, and align workforce plans with growth objectives while maintaining client and

Qualifications

• 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
• Demonstrated success managing multi-channel customer service environments and operational processing functions.
• Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
• Expertise with modern workforce management technologies.

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

Workforce forecasting

Capacity planning

Operations management

Leadership

Analytics

Education

Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline

Job description

LPL Financial is seeking a SVP, Workforce Management & Capacity Forecasting to lead strategy, forecasting, planning, and capacity optimization across contact center and digital channels. This role partners with executive leaders to anticipate demand and enable scalable service delivery in a rapidly evolving environment.

We’re looking for a senior leader who can build a high-performing team, apply AI-driven insights, and align workforce plans with growth objectives while maintaining client and