VPII Head of Service Center Technology (San Diego)

Job Overview:

We are seeking a dynamic and experienced Senior Leader for our Service Center technologies. This leader will be responsible for overseeing the strategic planning, implementation, and management of technology solutions that support call center operations. This role ensures the seamless integration of telephony, CRM, AI, and workforce management tools to optimize advisor experience, service professional performance, and operational efficiency. The ideal candidate will have deep expertise in call center infrastructure, cloud-based solutions, and emerging customer service technologies.

Key Responsibilities:

• Develop and execute the technology roadmap for call center operations in alignment with business objectives.
• Stay ahead of industry trends and emerging technologies in customer engagement and support.
• Identify, evaluate, and implement cutting-edge solutions to enhance customer interactions, including AI-driven automation, omnichannel support, and analytics tools.
• Lead the transition to next-generation solutions, leveraging AI, voice biometrics, and sentiment analysis.
• Partner with product, technology, operations, and business leaders to drive innovation, continuous improvement and to reduce operational costs.
• Oversee the evolution and maintenance of cloud-based and on-premise call center platform and service platform (e.g., NICE, Nexidia, MS Unified Desktop CRM), ensuring system reliability, scalability, and security, minimizing downtime and optimizing system performance.
• Lead engineering teams to buy, build, or integrate solutions based on agile methodology with dedicated teams, measuring progress and success through data (say/do, velocity, defect remediation, etc.)
• Provide technical leadership to teammates through technical design, and implementation of best practices, adhering to LPL’s modernization practices, Cloud practices, SDLC and release management processes.
• Evaluate, negotiate, and manage relationships with technology vendors and service providers.
• Execute with strong acumen and rigor for financial and resource management.
• Demonstrates the ability to communicate complex technical concepts to target audiences ranging from executives to individual contributors.
• Servant leader who applies leadership principles and fosters a culture of inclusivity, diversity and a sense of belonging.

Requirements:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Business, or a related field or equivalent experience.
• 15+ years of related experience in call centers with a strong understanding of customer service. Preference is for direct leadership experience leveraging the NICE, Nexidia, and MS Unified Desktop CRM products.
• 15+ years of experience in technology leadership roles that span across Technology development, Engineering best practices, product development and delivery leadership roles preferably within a financial service, or related FinTech firms.
• 10+ years of developing, cultivating, and leading strong, high-performing teams in an agile environment.
• The ability to work in a cross-functional team and drive outcomes without having direct authority.
• Strong analytical skills with a demonstrated ability to evaluate business opportunities and evaluate results against established objectives.
• Must have executive presence and ability to communicate & engage effectively with senior technology leadership.

Pay Range:

$186,525-$310,875/year
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. Your recruiter will be happy to discuss all that LPL has to offer!

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor (RIA) firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an@lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at(855) 575-6947.

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