Digital Manager, Service Center

Lead with purpose and unlock your team’s passion at LPL. People leaders shape the employee experience—driving culture, performance, and individual growth. When teams thrive, clients, LPL, and employees all succeed. Join us and discover what’s possible.

About the Role

As a Digital Services Manager at LPL Financial, you’ll lead a team of approximately 15 Service representatives in delivering exceptional service to investors and advisors via live chat, web inquiries, and email. Your role involves real-time coaching, team development, and ensuring a client experience that reflects our commitment to excellence.

Responsibilities

• Team Leadership: Directly lead and guide your team, setting performance and career objectives while providing coaching and motivation.
• Real-Time Coaching: Address pain points and client escalations to enhance customer management skills.
• Process Improvement: Use data insights to refine and innovate processes, establishing documented operating procedures.
• Customer Satisfaction: Develop and implement strategies to improve satisfaction, first-contact resolution, and live chat concurrency.
• Service Escalations: Support Service Professionals and clients during escalations.
• Performance Metrics: Use performance reports to coach the team, identify trends, and drive improvement.
• Talent Acquisition: Identify, interview, and hire exceptional team members.
• Administrative Management: Handle timecard approvals, time-off requests, and attendance monitoring.
• Collaboration: Build productive relationships with key partners, including live chat product and tech owners.

Requirements

• Bachelor’s Degree or 6+ years of progressive experience in related fields.
• Minimum of 2 years as a team lead or manager.
• SIE certification required.
• Series 7 required or obtained within 90 days of employment.

Core Competencies

• Strong coaching, employee development, and performance management skills.
• Ability to drive results in a concurrent support environment.
• Proficiency in customer service with excellent written and verbal communication.
• Problem-solving skills and ability to analyze performance data trends.
• Agile mindset.

Preferences

• 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 team management.
• Professional coaching certifications.
• Knowledge of project management tools and techniques.
• Experience managing hybrid (in-office and remote) employees.

Benefits

• Competitive pay and compensation package.
• Comprehensive benefits, including healthcare, paid vacation, and holiday time off.
• Paid volunteer time off.
• Access to onsite gym, recreation spaces, and cost-free mental wellness support.
• 401K matching and employee stock options.

Pay

Pay Range: $66,744.00 - $111,240.00. Actual base salary varies based on factors such as relevant skills, experience, education, internal peer benchmarks, demonstrated performance, and geographic location.

About LPL Financial

LPL Financial Holdings Inc. (Nasdaq: LPLA) is a leading wealth management firm in the U.S., supporting over 32,000 financial advisors and approximately 1,100 financial institutions. The firm services and custodies approximately $2.3 trillion in brokerage and advisory assets for around 8 million Americans. LPL provides flexible business models, investment solutions, fintech tools, and practice management services, empowering advisors and institutions to thrive.