VP of Agent Support Enablement & Experience Transformation

LPL Financial

Austin (TX)

On-site

USD 180,000 - 320,000

Full time

5 days ago

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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.