SVP, Agent Support Enablement

Ladders; United States; Remote; 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

Job summary

Ladders is seeking an SVP, Agent Support Enablement to lead the enablement strategy for a remote team in the Finance & Insurance space. Location: Remote. Compensation: $189,108 - $315,180 annually.

The role collaborates with senior stakeholders to align across departments, selects platforms, and partners with Learning & Development to design training programs for agents. Strong leadership and analytics are essential to improve agent productivity and client satisfaction.

Qualifications

• 10+ years in client service, operations, or enablement roles in financial services.
• Proven experience in leading large-scale technology implementations and change management.
• Strong grasp of client support workflows, CRM systems, and digital engagement tools.
• Exceptional leadership and communication skills with a focus on stakeholder management.
• Analytical mindset with a history of using KPIs and client feedback for decision-making.

Responsibilities

• Develop and execute a comprehensive enablement strategy for support agents.
• Partner with senior stakeholders across various departments for alignment and scalability.
• Identify and implement platforms that enhance agent productivity and client satisfaction.
• Lead vendor selection and integration for support-related technologies.
• Collaborate with Learning & Development to design effective training programs for agents.
• Establish feedback loops to refine tools based on agent input and performance metrics.
• Use data analytics to identify and resolve pain points in the support journey.

Skills

Leadership

Stakeholder management

CRM systems

Data analytics

Communication

Tools

CRM software

Digital engagement tools

Job description

For our client, we are seeking a SVP, Agent Support Enablement to join the team of a leader in the Finance & Insurance space.

Location: Remote

Compensation: $189,108 - $315,180 annually

Responsibilities

• Develop and execute a comprehensive enablement strategy for support agents.
• Partner with senior stakeholders across various departments for alignment and scalability.
• Identify and implement platforms that enhance agent productivity and client satisfaction.
• Lead vendor selection and integration for support-related technologies.
• Collaborate with Learning & Development to design effective training programs for agents.
• Establish feedback loops to refine tools based on agent input and performance metrics.
• Use data analytics to identify and resolve pain points in the support journey.

Qualifications

• 10+ years in client service, operations, or enablement roles in financial services, ideally wealth management.
• Proven experience in leading large-scale technology implementations and change management.
• Strong grasp of client support workflows, CRM systems, and digital engagement tools.
• Exceptional leadership and communication skills with a focus on stakeholder management.
• Analytical mindset with a history of using KPIs and client feedback for decision-making.

Benefits

• 401K matching
• Health benefits
• Employee stock options
• Paid time off
• Volunteer time off

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification- your background could be exactly what this team needs.