Service Experience Leader (Hybrid)

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

Benefits offered by this job

Premium benefits

Vacation and sick time

401K with company match

Paid holidays

Job summary

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

You will coach, mentor, and drive accountability while navigating evolving priorities, focusing on service quality and operational effectiveness. The role emphasizes developing high-performing teams, managing organizational and tech-related changes, and maintaining strong stakeholder relationships in a hybrid in-office

Qualifications

• 3+ years in leadership, supervisory, or related roles.
• Proven ability to lead through change and drive adoption of new processes.
• Strong coaching, performance management, and development skills.
• Excellent communication and relationship-building abilities.
• FINRA SIE and Series 99 license required

Responsibilities

• 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

Change management

Problem solving

Job description

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

You will coach, mentor, and drive accountability while navigating evolving priorities, focusing on service quality and operational effectiveness. The role emphasizes developing high-performing teams, managing organizational and tech-related changes, and maintaining strong stakeholder relationships in a hybrid in-office