AVP, Technical Program ManagerApply Job ID: R-014824 Date posted: 06/23/2021 Primary Location TX-Austin Other Locations MA-Boston , OH-Cleveland , SC-Fort Mill ,CA-San Diego
Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!
LPL Financial is one of the nation's leading financial services companies and a publicly traded company under ticker symbol LPLA. We support over 18,000 financial professionals—including over 14,000 independent advisors, more than 700 financial institutions, and over 4,000 institutional clearing and technology subscribers. We enable advisors to focus on their clients by reducing the complexity of running their practice and we support their business by offering enabling technology, comprehensive clearing and compliance services, practice management programs and training, and independent research. At LPL, we take care of our advisors, so they can take care of their clients. And Technology is at the center of our mission.
LPL’s Technology Solutions team is looking for a detail oriented program manager with a broad range of technical skills and a customer service mindset to build, manage and grow our customer-facing technical support program.
Technology Solutions provides end-to-end technology and support for a select group of LPL’s independent financial advisor customers. You will be part of a small team working alongside internal support teams, business partners, and externally managed service providers to deliver world-class technology and service to our customers.
This position will be responsible for overall assessment, maintenance, improvements and ongoing management of our current program iteration. The successful candidate will work with the team and business partners to develop efficiencies in current processes, identify areas for improvement, take action on customer feedback, manage escalations, and develop a strategy for future iterations of the program.
Provide program oversight and management including dotted line management of program field technicians
Assess and improve internal processes and procedures
Identify program issues or weakness and drive change and/or correction
Build product and service tie-ins with other departments and groups including Information Security and Compliance teams
Act as a liaison between clients, LPL services, and vendors providing technology services and support
Oversee field deployments for clients remotely, or onsite, as needed. Triages with vendors for onsite dispatch when required
Act as project manager for Advisor onboarding’s, working closely with engineers, LPL project managers and 3rd party vendors
Meet regularly with clients to obtain feedback
Ensure and/or improve client satisfaction to promote client retention
Act as point of escalation for service related issues, potentially after hours or on weekends, as needed
Consult with Advisors to understand practice needs and recommend appropriate services to meet those needs
Manage budgets for software/hardware purchases, vendor contracts, and travel
Develop strategy and roadmap for future program improvements and iterations
With little direct supervision, problem solve a myriad of issues relating to security/compliance, operations, and technology concerns
Maintain current knowledge and understanding of LPL's offerings, Sponsor products, market dynamics and industry trends
Perform other duties as assigned
Regional travel to customer sites up to 50%
What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.
7-10 years’ experience in the technology services field
3-5 years’ program management experience
2+ years’ of small to medium sized project management experience
2+ years’ of people management and/or task/work management experience
Understanding of network management (Azure, Cisco Meraki, VOIP phones, telephony and cabling)
Ability to travel to customer sites up to 50% of the time
Solid technical knowledge of end-user technologies (Office 365 platform, end-point security, device management, remote management agents)
Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening
Excellent communication skills both written and verbal
Managed IT Services and/or IT Field Services experience
Experience with Financial Services companies in the SMB space a plus (Broker Dealers, Insurance Brokers, RIAs, Hedge Funds)
BA/BS degree in computer science, business or related field
Experience with financial services applications / trading environments
Familiarity with Salesforce.com, Redtail or similar CRM tool
At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.
We are one team on one mission. We take care of our advisors, so they can take care of their clients.
Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.
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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 (800) 877-7210.