Service Experience Lead — Hybrid & Change Coach

Cambridge Investment Research, Inc.; Fairfield (IA); Hybrid; USD 67,000 - 82,000; Full time

Benefits offered by this job

Premium benefit package including med/

Vacation/sick time

401K retirement plan

Eleven paid holidays

Job summary

Cambridge Investment Research, Inc. is seeking a Service Experience Supervisor to lead a team delivering exceptional support to Financial Professionals, clients, and internal partners.

This role emphasizes coaching, change leadership, and process improvements to enhance service quality and operational effectiveness in a hybrid in-office environment (Fairfield, IA or Phoenix, AZ). The position requires FINRA SIE and Series 99 licenses.

Qualifications

• Three or more years of leadership or supervisory experience.
• Ability to lead teams through change and drive adoption of new processes.
• Strong coaching, performance management, and employee development skills.
• Excellent communication, interpersonal, and relationship-building abilities.
• FINRA SIE and Series 99 license required

Responsibilities

• Lead a team delivering exceptional service to Financial Professionals, clients, and internal partners.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.
• Support associate development through training, coaching, and career growth opportunities.
• Lead your team through organizational, procedural, and technology-related changes with confidence and transparency.
• Identify process improvement opportunities that enhance service delivery, efficiency, and the overall client experience.
• Monitor service levels, quality metrics, and team performance to ensure consistent results.
• Address escalated service concerns and work collaboratively to deliver effective resolutions.
• Utilize data and trends to identify opportunities for improvement and remove obstacles impacting performance.
• Establish clear expectations and hold team members accountable for commitments, deadlines, and performance goals.

Skills

Leadership

Coaching

Communication

Problem-solving

Organizational skills

Change management

Job description

Cambridge Investment Research, Inc. is seeking a Service Experience Supervisor to lead a team delivering exceptional support to Financial Professionals, clients, and internal partners.

This role emphasizes coaching, change leadership, and process improvements to enhance service quality and operational effectiveness in a hybrid in-office environment (Fairfield, IA or Phoenix, AZ). The position requires FINRA SIE and Series 99 licenses.