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About the Role

As the leader of the Independent Advisor Network (IAN) Service model, the AVP – Client Experience Manager plays a critical role in delivering a differentiated and exceptional service experience for our advisors. This role combines strategic leadership with hands-on execution to drive operational excellence, develop high-performing teams, and elevate the overall client experience. The ideal candidate brings a blend of strategic thinking, talent leadership, business acumen, and problem-solving expertise to inspire innovation, enhance service delivery, and achieve meaningful business outcomes. Our primary mission is to provide Financial Advisors and their Support Staff with a trusted, high-touch support experience that enables them to navigate LPL with confidence, better serve their clients, and grow their businesses. The ideal candidate is a self-starter with deep experience in branch operations, service, and/or back-office functions, coupled with a proven ability to influence outcomes, collaborate across multiple business units, and lead teams through change in a dynamic environment.

Responsibilities

Serve as the primary liaison between Field Management, LPL Service, and Operations, advocating for advisor and client needs while ensuring seamless cross-functional collaboration.
Lead and support Service Delivery Consultants and Field Management team in resolving complex, high-priority issues, providing strategic guidance and escalation management as needed, and maintaining ownership of critical matters through resolution to deliver an exceptional service experience.
Collaborate across teams to advance advisor support talent development by identifying skill-building opportunities, shaping professional development programs, and fostering career growth.
Use advisor and support staff insights to inform continuous improvement efforts, ensuring programs remain relevant, effective, and aligned with evolving business and client needs.
Partner with the Program Manager to develop, document, and maintain Standard Operating Procedures (SOPs) that establish clear, consistent processes and best practices.
Ensure procedures are scalable, aligned with business objectives, and support operational efficiency, service excellence, and a consistent advisor experience across the organization.
Leverage data and business insights to assess current outcomes, anticipate emerging trends and potential impacts, and develop strategic recommendations for business partners and IAN advisors.
Use a big-picture perspective to identify opportunities that enhance operational efficiency, strengthen the advisor experience, and support scalable service delivery.
Partner with Field Management to identify recurring escalation and support themes, enabling targeted advisor training and proactive solutions that reduce call volume and improve the overall service experience.
Collaborate with Field Management to establish a scalable framework for assessing evolving advisor needs, identifying opportunities for continuous improvement, and driving initiatives that enhance the advisor experience and business outcomes.
Manage and coordinate Field Management survey distribution, analyze results and trends, and provide regular stakeholder updates highlighting key insights, performance metrics, advisor feedback, and actionable recommendations.
Participate in town halls, webinars, and client engagement initiatives that support IAN model objectives and enhance the overall advisor and firm experience with LPL.
Support the growth and development of dotted-line team members by providing timely, meaningful feedback, coaching, and guidance that promotes professional growth, engagement, and performance.

Requirements

Series 7 (required within 90 days of hire)
Minimum 5 years of experience in the finance industry with a strong background in service, operations, or compliance
Finance industry experience is required, with a focus on customer-facing roles and organizations
Minimum of three years leadership experience
Experience leading and supporting service teams within a broker-dealer or custodian environment, with a proven ability to drive operational excellence, team performance, and an exceptional advisor experience.
Demonstrates an entrepreneurial mindset with a passion for innovation, proactively identifying opportunities to enhance processes, improve outcomes, and drive continuous improvement.
Demonstrated ability to build and maintain strong partnerships with business leaders, fostering effective communication, alignment, and collaboration to drive shared objectives and successful outcomes.
Strong financial services background with experience supporting and leading initiatives across both W-2 and 1099 advisor models.

Skills

Strategic leadership
Hands-on execution
Operational excellence
Talent leadership
Business acumen
Problem-solving
Innovation
Service delivery
Strategic thinking
Collaboration
Communication
Data analysis
Process improvement

Location

Remote

Work Type

Full-time

Experience Level

Minimum 5 years of experience in the finance industry
Minimum of three years leadership experience

Salary/Compensations

$97,541.00 - $162,534.00

Benefits

401K matching
Health benefits
Employee stock options
Paid time off
Volunteer time off

About the Company

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.
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.

Equal Opportunity

Principals only. EOE.