VP, Workforce Management & Service Optimization

LPL Financial LLC; Fort Mill (SC); On-site; USD 122,000 - 202,000; Full time

Job summary

LPL Financial invites you to lead our Workforce Management organization as Vice President, Capacity, Workforce Management & Operations Planning. You will drive scheduling, real-time management, and analytics to deliver superior client experiences while meeting service levels and productivity goals.

You'll partner with Service, Operations, Forecasting, Finance, Technology, and HR leaders to translate strategic priorities into scalable processes, dashboards, and governance, building a

Qualifications

• Bachelor's degree in Business, Analytics, Operations Management, or related discipline.
• 12+ years of experience in workforce management, contact center operations, service operations, or related functions.
• 5+ years of experience leading workforce management teams within large organizations.

Responsibilities

• Develop and lead the execution of the workforce management strategy across all Service channels ensuring alignment with enterprise objectives, service commitments, and operational priorities.
• Own workforce management operations, including scheduling, real-time management, service level performance, schedule adherence, occupancy, and workforce optimization.
• Translate strategic workforce priorities into scalable operating practices, governance routines, and performance expectations across the Service organization.
• Drive achievement of workforce management and service performance goals through proactive monitoring, performance management, and risk mitigation.
• Own the strategic roadmap for workforce management technologies, including AI enablement, NICE IEX, and equivalent platforms.
• Establish performance dashboards, metrics, and reporting routines that provide actionable insights and drive accountability throughout the organization.
• Collaborate closely with Service, Operations, Capacity Planning, Forecasting, Finance, Technology, and Human Resources leaders to ensure workforce execution supports business priorities and client demand.
• Lead continuous improvement efforts that enhance workforce flexibility, operational scalability, service quality, and productivity across all supported functions.
• Build, develop, and lead a high-performing workforce management team while fostering a culture of accountability, innovation, collaboration, and operational excellence.

Skills

Workforce management

Scheduling

Real-time operations

Service level management

Workforce analytics

Strategic thinking

Cross-functional leadership

Education

Bachelor's degree in Business, Analytics, Operations Management, or related discipline

Tools

NICE IEX

Job description

LPL Financial invites you to lead our Workforce Management organization as Vice President, Capacity, Workforce Management & Operations Planning. You will drive scheduling, real-time management, and analytics to deliver superior client experiences while meeting service levels and productivity goals.

You'll partner with Service, Operations, Forecasting, Finance, Technology, and HR leaders to translate strategic priorities into scalable processes, dashboards, and governance, building a