AVP, Client Experience Manager

Job Overview As a strategic leader in delivering an elite and differentiated service experience, the Client Experience Manager will be responsible for shaping and driving the success of one of our Client Success Pods. This role focuses on creating a culture of service excellence, fostering collaboration across functions, and continuously innovating to enhance the client experience for our clients. While this position does not have direct reports, it requires strong leadership influence, team guidance, and program ownership. Essential Duties Lead and Inspire: Serve as the cultural ambassador for service excellence within the pod, fostering collaboration, accountability, and a client‑first mindset across Service, Case Management, Supervision, and Relationship Management functions. Influence Without Authority: Provide leadership and guidance to pod members through routines, coaching moments, and shared goals, while partnering closely with departmental leaders for alignment. Program Stewardship: Maintain and evolve pod‑level routines, ensuring consistency, efficiency, and continuous improvement in processes and client interactions. Creative Problem Solving: Identify opportunities to enhance the client experience through innovative solutions, leveraging data insights and feedback to drive meaningful change. Escalation Management: Act as the primary point of contact for complex cases, escalations, and friction points, ensuring timely resolution and root cause analysis. Performance Oversight: Utilize and maintain a client‑level performance dashboard, tracking metrics such as Net Promoter Score, case resolution times, and pod optimization. Share insights and recommendations with leadership. Client Engagement: Coordinate and host regular meetings with individual offices to review service needs, outstanding escalations, and overall experience. Deliver actionable insights and best practices to reduce errors and improve outcomes. Cross‑Pod Collaboration: Partner with other Client Experience Managers to ensure consistency in pod leadership and share innovative strategies across teams. Continuous Improvement: Solicit feedback from clients and internal partners, analyze trends, and champion initiatives that elevate the firm‑wide service experience. Communication & Reporting: Prepare and deliver regular updates to key stakeholders, including performance metrics, survey results, and improvement opportunities. Thought Leadership: Participate in town halls, webinars, and client engagement strategies to represent the pod’s impact and influence broader service initiatives. What are we looking for? We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast‑paced, team‑oriented environments. Our ideal candidates pursue greatness , act with integrity , and are driven to help our clients succeed . We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work. Requirements Licensing: Series 7 required Minimum of 5 years in the financial services industry with a strong background in service, operations, or compliance. Core Competencies Proven experience influencing teams and driving results without direct authority. Demonstrated success in leading service initiatives or programs within a broker‑dealer or custodian environment. Strong analytical and problem‑solving skills with an entrepreneurial mindset focused on innovation and continuous improvement. Past people leadership experience preferred, with ability to inspire and guide teams through influence. Ability to manage complex projects and deliver results in a fast‑paced environment. Strategic thinker with a passion for creating a differentiated client experience. Preferences Series 63, 66/65, and Series 24 preferred Pay Range $97,541.00 - $162,534.00 Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Principals only. EEO. #J-18808-Ljbffr