SVP, Agent Support Enablement

This is a fully remote position, open to applicants in Texas.

📋 Description

• Create and implement a thorough enablement strategy for support agents that aligns with the organization's client experience objectives.

• Collaborate with senior stakeholders in Technology, Operations, Compliance, and Product to ensure alignment and scalability of initiatives.

• Assess, evaluate, and deploy CRM, knowledge management, AI/chatbot, and workflow automation solutions.

• Lead the selection and integration processes for technology related to support functions.

• Work together with Learning & Development to develop training programs for agents.

• Establish feedback mechanisms to enhance tools based on agent insights and performance metrics.

• Utilize data and analytics to uncover pain points in the support journey and execute solutions.

• Advocate for ongoing improvement and innovation in client support services.

• Ensure that tools and processes adhere to regulatory standards and internal risk protocols.

• Keep documentation and audit trails for all enablement initiatives.

⛳️ Requirements

• A minimum of 10 years of experience in client service, operations, or enablement roles within the financial services sector, ideally in wealth management.

• Demonstrated success in leading large-scale technology implementations and managing change initiatives.

• Strong knowledge of client support workflows, CRM systems, and tools for digital engagement.

• Excellent leadership, communication, and stakeholder management abilities.

• Analytical mindset with a history of using KPIs and client feedback to inform decisions.

• Proficient in Salesforce, ServiceNow, or comparable platforms.

• Familiarity with AI-driven support tools and omnichannel service strategies.

• Experience in Lean Six Sigma or related process improvement methodologies.

🏝️ Benefits

• 401K matching

• Health benefits

• Employee stock options

• Paid time off

• Volunteer time off

• Competitive LPL Total Rewards package