Job OverviewThe Vice President, Workforce Management is a leader responsible for the execution and optimization of workforce management practices across LPL's Service organization. This role ensures the organization has the right resources deployed at the right time to deliver exceptional client experiences while achieving service level, productivity, and employee experience objectives.
Reporting to the SVP, Capacity, Workforce Management & Operations Planning, the VP serves as the operational leader for workforce management execution, translating strategic workforce planning priorities into scalable processes, tools, and operating disciplines. The role oversees workforce management functions including scheduling, intraday management, real-time operations, performance monitoring, and workforce optimization across multiple service channels.
Responsibilities- Develop and lead the execution of the workforce management strategy across all Service channels ensuring alignment with enterprise objectives, service commitments, and operational priorities
- Own workforce management operations, including scheduling, real-time management, service level performance, schedule adherence, occupancy, and workforce optimization.
- Translate strategic workforce priorities into scalable operating practices, governance routines, and performance expectations across the Service organization.
- Drive achievement of workforce management and service performance goals through proactive monitoring, performance management, and risk mitigation.
- Own the strategic roadmap for workforce management technologies, including AI enablement, NICE IEX, and equivalent platforms.
- Establish performance dashboards, metrics, and reporting routines that provide actionable insights and drive accountability throughout the organization.
- Collaborate closely with Service, Operations, Capacity Planning, Forecasting, Finance, Technology, and Human Resources leaders to ensure workforce execution supports business priorities and client demand.
- Lead continuous improvement efforts that enhance workforce flexibility, operational scalability, service quality, and productivity across all supported functions.
- Build, develop, and lead a high-performing workforce management team while fostering a culture of accountability, innovation, collaboration, and operational excellence.
What are we looking for?We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates
pursue greatness,
act with integrity, and are
driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we
win together and
create and share joy in our work.
Requirements:- Bachelor's degree in Business, Analytics, Operations Management, or related discipline.
- 12+ years of experience in workforce management, contact center operations, service operations, or related functions.
- 5+ years of experience leading workforce management teams within large,
Core Competencies:- A highly effective operator who can execute complex workforce management strategies at scale.
- A strategic thinker who understands how workforce management drives business performance and client outcomes.
- A collaborative leader who builds strong partnerships across functions and organizational levels.
- Data-driven and analytically rigorous, using insights to drive decision-making and performance improvement.
- An influential communicator who can engage both frontline managers and executive leadership.
- Deep expertise in workforce management, scheduling and real-time operations, workforce optimization, service level management, operational performance management, and workforce analytics
- Demonstrated success driving service performance and operational results in multi-channel service environments.
- Strong analytical, problem-solving, and decision-making capabilities.
- Experience implementing process improvements and operational excellence initiatives.
Preferences:- Experience in financial services, brokerage, banking, wealth management, or other highly regulated industries.
- Experience implementing automation, AI-enabled workforce solutions, or advanced workforce analytics tools.
- Experience supporting large-scale service transformations and operational modernization efforts.
Pay Range: $121,540.00 - $202,498.00
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!
