Customer Experience Manager 2, Principal Advised Services

Principal Financial Group operates at the intersection of financial services and technology, building financial tools that help customers live better lives. The Customer Experience Manager II will lead a team of customer experience specialists, oversee daily service operations, monitor performance metrics, resolve escalated client issues, and drive process improvements and business objectives.

Responsibilities:

• Lead, mentor, develop, and engage a group of customer experience professionals responsible for delivering outstanding client service
• Be responsible for daily service operations, ensuring high-quality service delivery while meeting business goals and productivity expectations
• Monitor workloads, service metrics, productivity, call volume trends, staffing needs, and operational performance to drive business results
• Analyze service data and operational trends to find opportunities for process improvements, increased efficiency, and improved client experiences
• Handle escalated client issues, complaints, and complex service situations, providing guidance and support to team members
• Collaborate closely with operations leaders and business partners to align service and operational support models

Requirements:

• 8+ years of customer service experience or equivalent shown through a combination of work experience, training, military experience, or education
• 2+ years of leadership experience, which may include formal people leadership or informal leadership
• Experience leading or supporting teams within a phone-based customer service environment
• FINRA Series 6 & 63 Licenses
• At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc
• FINRA Series 9/10, 24, or 26 Licenses at time of hire or ability to obtain within 120 days. Must meet firm standards for registration within applicable jurisdictions
• Experience with workforce management, staffing models, scheduling, call routing, workload forecasting, or service operations analytics
• Experience building, scaling, or enhancing service organizations during periods of growth or transformation
• Knowledge of financial services, investment servicing, retirement services, broker-dealer operations, or wealth management environments