SVP, Agent Support Enablement

LPL Financial; Austin (TX); On-site; USD 180,000 - 320,000; Full time

Job summary

LPL Financial is seeking a strategic, technology-forward executive to modernize how support teams serve financial advisors and their clients.

The Senior Vice President, Agent Support Enablement will define and execute the enterprise strategy for the platforms, workflows, knowledge, analytics, and workforce capabilities that power consistent, efficient, high-quality service across channels, in a highly regulated environment.

Qualifications

• 12+ years of progressive leadership experience in service, operations, enablement, product, or technology within wealth management, brokerage, banking, insurance, or other regulated financial services.
• Demonstrated success leading large-scale service transformation, platform modernization, or operating-model change with measurable improvements in productivity, quality, experience, or cost.
• Experience owning enterprise CRM, case management, knowledge management, workflow automation, contact-center, digital service, or AI-enabled support capabilities.
• Experience leading teams and complex programs across business, technology, data, risk, compliance, and third-party partners.
• Bachelor's degree or equivalent relevant experience.

Responsibilities

• Define and execute a multi-year agent support enablement strategy aligned with LPL's priorities, growth plans, and operating model.
• Own the roadmap for CRM, case management, knowledge management, workflow automation, quality tools, conversational AI, agent-assist capabilities, and omnichannel service experiences.
• Redesign end-to-end service journeys using data and feedback to remove friction, reduce transfers, and improve first-contact resolution.
• Lead platform selection, business cases, vendor governance, implementation, integration, and value realization for enterprise support technologies.
• Establish a modern knowledge and content operating model delivering accurate, contextual, and compliant guidance at the point of need.
• Partner with Learning and Development and business leaders to drive role-based training, adoption, and reinforcement for new tools and processes.
• Create an enterprise measurement framework covering productivity, quality, client effort, employee experience, digital containment, resolution, risk, and financial impact.
• Build and lead a high-performing organization with clear accountability, succession planning, and management of employees, contractors, and strategic partners.
• Embed governance, privacy, cybersecurity, model risk, records management, supervision, accessibility, and auditability into solution design and ongoing operations.

Skills

Leadership

Strategic thinking

Program management

CRM platforms

Knowledge management

Workflow automation

AI-enabled support

Stakeholder influence

Education

Bachelor's degree or equivalent

Tools

CRM systems

Case management

Knowledge management systems

Workflow automation tools

Contact center technologies

Conversational AI

Job description

Lead with Purpose, Unlock Your Team's Passion

At LPL, people leaders shape the employee experience, drive performance, and help teams reach new heights. When our leaders succeed, our employees, advisors, and clients succeed. If you are ready to lead with intention and help define what is possible, LPL Financial invites you to apply.

Build the Future of Advisor and Client Support

LPL Financial is seeking a strategic, technology-forward executive to modernize how support teams serve financial advisors and their clients. The Senior Vice President, Agent Support Enablement will define and execute the enterprise strategy for the platforms, workflows, knowledge, analytics, and workforce capabilities that power consistent, efficient, high-quality service across channels. This leader will connect business strategy with practical execution, simplifying the agent experience while improving service outcomes, scalability, and control in a highly regulated environment.

Job Overview

This executive will lead a multidisciplinary enablement function spanning support technology, workflow transformation, knowledge management, analytics, adoption, and continuous improvement. The role will partner across Service, Operations, Technology, Product, Learning and Development, Risk, Compliance, Legal, and Data to create a cohesive operating model for agent support. Success will be measured through improved resolution, reduced effort and cycle time, stronger digital adoption, higher employee and client satisfaction, and disciplined risk management.

Responsibilities

• Define and execute a multi-year agent support enablement strategy aligned with LPL's advisor and client experience priorities, growth plans, and operating model.
• Own the roadmap for CRM, case management, knowledge management, workflow automation, quality tools, conversational AI, agent-assist capabilities, and omnichannel service experiences.
• Redesign end-to-end service journeys using data, interaction insights, feedback, and process analysis to remove friction, reduce transfers and repeat contacts, and improve first-contact resolution.
• Lead platform selection, business cases, vendor governance, implementation, integration, and value realization for enterprise support technologies.
• Establish a modern knowledge and content operating model that delivers accurate, contextual, and compliant guidance at the point of need.
• Partner with Learning and Development and business leaders to drive role-based training, change readiness, adoption, coaching, and reinforcement for new tools and processes.
• Create an enterprise measurement framework covering productivity, quality, client effort, employee experience, digital containment, resolution, risk, and financial impact.
• Build and lead a high-performing organization with clear accountability, strong succession planning, and effective management of employees, contractors, and strategic partners.
• Embed governance, privacy, cybersecurity, model risk, records management, supervision, accessibility, and auditability into solution design and ongoing operations.

What Are We Looking For?

We are looking for a decisive, collaborative leader who can translate service challenges into scalable business and technology solutions. The strongest candidates combine deep operating discipline with a product mindset, develop strong teams, and influence across complex stakeholder groups while keeping advisor and client outcomes at the center of decisions.

Requirements

• 12+ years of progressive leadership experience in service, operations, enablement, product, or technology, including significant responsibility in wealth management, brokerage, banking, insurance, or another regulated financial services environment.
• Demonstrated success leading large-scale service transformation, platform modernization, or operating-model change with measurable improvements in productivity, quality, experience, or cost.
• Experience owning enterprise CRM, case management, knowledge management, workflow automation, contact-center, digital service, or AI-enabled support capabilities.
• Experience leading teams and complex programs across business, technology, data, risk, compliance, and third-party partners.
• Bachelor's degree or equivalent relevant experience.

Core Competencies

• Enterprise strategy and transformation: Converts business priorities into clear roadmaps, operating models, investment decisions, and measurable outcomes.
• Digital, data, and AI enablement: Applies automation, analytics, machine learning, generative AI, and agent-assist capabilities responsibly to improve service delivery.
• Operational excellence: Uses journey mapping, process redesign, capacity insights, quality management, and continuous improvement to simplify work and strengthen execution.
• Executive partnership and influence: Aligns senior stakeholders, communicates trade-offs clearly, and drives decisions across organizational boundaries.
• People leadership: Builds accountable, inclusive teams and develo