Digital Manager

Job Overview As a Digital Services Manager at LPL Financial, you’ll play a pivotal role in our Service Center Organization. You will lead a team of approximately fifteen Service representatives who deliver support to investors and advisors via live chat, web inquiries, and email. Your mission is to provide real‑time coaching, develop team capabilities, and ensure client service reflects our commitment to excellence. Responsibilities Team Leadership : Directly lead and guide the team, set performance and career objectives, coach, and motivate team members. Real‑Time Coaching : Coach individuals on pain points and client escalations to improve customer management skills. Process Improvement : Use data insights to innovate processes and establish documented operating procedures. Customer Satisfaction : Develop and implement strategies to increase satisfaction, first‑call resolution, and live‑chat concurrency. Service Escalations : Support Service Professionals and clients during escalations. Performance Metrics : Use performance reports to coach and identify trends for improvement. Talent Acquisition : Identify, interview, and hire exceptional team members. Administrative Management : Approve timecards, review time‑off requests, and monitor attendance. Collaboration : Build productive relationships with key business partners, including live‑chat product and technology owners. Required Qualifications Bachelor’s degree or six or more years of progressive experience in related fields. Minimum two years as a team lead or manager of a team. Securities Industry Essentials (SIE) required. Series7 required or obtained within 90 days of employment. Core competencies: coaching, employee development, performance management, customer service, strong written and verbal communication, problem‑solving, performance‑data analysis, and an agile mindset. Preferred Qualifications Experience with Microsoft Dynamics or CXOne’s live‑chat software. Experience implementing AI‑assisted chat software. Financial services or FinTech experience. High‑volume call or service‑center experience. Professional coaching certifications. Knowledge of project‑management tools and techniques. Experience managing hybrid employees (in‑office and remote). Benefits Competitive pay and compensation package. Comprehensive benefits, including health care, paid vacation and holiday time off, paid volunteer time off, onsite gym and recreation spaces, and mental‑wellness support. LPL Total Rewards package: 401(k) matching, employee stock options, and additional paid time off and volunteer time off. EEO Statement LPL Financial is an equal‑opportunity employer committed to a diverse and inclusive workplace. Employment decisions are based on merit, qualifications, and business needs, with no discrimination on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr