Service Experience Supervisor

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

Key Deliverables and Responsibilities

As a Service Experience Supervisor, you will lead a team dedicated to delivering exceptional service to our Financial Professionals, clients, and internal partners. This role is ideal for a proven leader who thrives in a dynamic environment, embraces change, drives accountability, and develops high-performing teams. You will serve as a coach, mentor, and change champion, helping associates navigate evolving business priorities while maintaining a strong focus on service quality, operational effectiveness, and team engagement.

• 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.

Job Summary

As a Service Experience Supervisor, you will lead a team dedicated to delivering exceptional service to our Financial Professionals, clients, and internal partners. This role is ideal for a proven leader who thrives in a dynamic environment, embraces change, drives accountability, and develops high-performing teams. You will serve as a coach, mentor, and change champion, helping associates navigate evolving business priorities while maintaining a strong focus on service quality, operational effectiveness, and team engagement.

• 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.

What We Are Looking For

• Three or more years of leadership, supervisory, finance, operational, or related experience.
• Demonstrated ability to lead teams through change and drive adoption of new processes or initiatives.
• Strong coaching, performance management, and employee development skills.
• Excellent communication, interpersonal, and relationship-building abilities.
• Strong problem-solving, decision-making, and organizational skills.
• FINRA SIE and Series 99 license required

Location

Fairfield, IA or Phoenix, AZ, – Hybrid in-office 3 days/week

Salary Range

$67,000-82,000

Why Cambridge?

Cambridge has competitive benefits and promotes a work/life balance to encourage individual success.

• Premium benefit package including medical, vision, dental, life and long-term disability insurance
• Vacation/sick time
• 401K retirement plan with company matching program
• Eleven paid holidays

You can find more details about our comprehensive benefits package here.

Cambridge Overview

Cambridge is a financial solutions firm that provides business support services to thousands of independent financial advisors. These advisors offer personalized investment services including wealth management, financial planning, and retirement services to individuals and families across the country. Cambridge provides significant compliance, technology, and transaction processing support to these financial advisors and their offices.