What are the responsibilities and job description for the Service Experience Leadership position at Cambridge Investment Research, Inc.?
Job Summary
The Service Experience Leader is responsible for leading and supporting the Willow customer service teams to deliver consistent, high-quality service experiences. This role focuses on people leadership, operational excellence, and continuous improvement, ensuring team members are engaged, well-trained, and aligned with company standards. The Service Experience Leader partners closely with management to drive performance, resolve escalations, and enhance service delivery in support of business and client goals.
Key Deliverables And Responsibilities
The ideal candidate has prior experience leading or supervising customer service, operations, or service-oriented teams and demonstrates strong people leadership skills, with the ability to coach, develop, and motivate associates. They bring a proven ability to manage performance, address issues effectively, and foster a positive, high-performing team culture. A customer-focused mindset, strong organizational and documentation skills, and attention to detail are essential, along with the ability to handle escalated situations calmly and professionally while balancing day-to-day operational responsibilities.
Certifications
You can find more details about our comprehensive benefits package here.
Company Overview: At Cambridge, our purpose is simple: to make a difference in the lives of our financial advisors, their clients, and our associates. Founded in 1981, we have nearly 45 years of experience supporting independent financial advisors with industry-leading tools, compliance, and transition services. Guided by our core values—integrity, commitment, flexibility, and kindness—we put financial advisors first in every decision we make.
Cambridge is an internally controlled, growth-focused independent broker-dealer with $254 billion in assets under advisement and $1.97 billion in annual revenues. We rank among the largest and fastest-growing firms in the industry, providing financial advisors with the flexibility, resources, and support to thrive. With home offices in Fairfield, Iowa, and Phoenix, Arizona, and a nationwide reach, our 900 associates maintain a 4:1 advisor-to-associate ratio to ensure personalized service.
Our community of over 4,000 producing financial advisors includes diverse business models—RIA, corporate RIA, hybrid, fee-only, and brokerage—and offers a broad selection of investment solutions with no proprietary products. At Cambridge, we are committed to building a diverse, inclusive, and empowering workplace, where 60% of our associates and 18% of our financial advisors are women, and 17% of our advisors are under 40.
Join us to help financial advisors succeed, make an impact, and discover your Something Wonderful. For further information about Cambridge, please visit https://www.joincambridge.com/
Work Environments
This role offers a hybrid schedule, requiring three days weekly in the office. Applicants should be located near one of our hubs (Fairfield, IA or Phoenix, AZ) and must be willing to work this schedule. Cambridge is not considering remote candidates at this time.
Recruiting Agencies: This position is being managed directly by Cambridge’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Fees will not be paid for unsolicited submissions. Your respect for this process is appreciated.
The Service Experience Leader is responsible for leading and supporting the Willow customer service teams to deliver consistent, high-quality service experiences. This role focuses on people leadership, operational excellence, and continuous improvement, ensuring team members are engaged, well-trained, and aligned with company standards. The Service Experience Leader partners closely with management to drive performance, resolve escalations, and enhance service delivery in support of business and client goals.
Key Deliverables And Responsibilities
- Supervise the day-to-day activities of team or teams within a department including but not limited to administering performance reviews, progressive discipline, staffing, ensuring adequate initial and ongoing training, and ensure adherence to company and departmental policies, procedures, and standards
- Drive overall team effectiveness by monitoring morale, work quality, and prioritizing team assignments
- Implement team enhancements in order to continually improve service
- Provide input to management for the budgetary process
- Resolve escalated issues and fill in when necessary by performing regular departmental duties
- Maintain accurate records and document actions for areas managed
The ideal candidate has prior experience leading or supervising customer service, operations, or service-oriented teams and demonstrates strong people leadership skills, with the ability to coach, develop, and motivate associates. They bring a proven ability to manage performance, address issues effectively, and foster a positive, high-performing team culture. A customer-focused mindset, strong organizational and documentation skills, and attention to detail are essential, along with the ability to handle escalated situations calmly and professionally while balancing day-to-day operational responsibilities.
Certifications
- The Securities Industry Essential (SIE) and Financial Industry Regulatory Authority (FINRA) Series 99 are required within 12 months of being hired.
You can find more details about our comprehensive benefits package here.
Company Overview: At Cambridge, our purpose is simple: to make a difference in the lives of our financial advisors, their clients, and our associates. Founded in 1981, we have nearly 45 years of experience supporting independent financial advisors with industry-leading tools, compliance, and transition services. Guided by our core values—integrity, commitment, flexibility, and kindness—we put financial advisors first in every decision we make.
Cambridge is an internally controlled, growth-focused independent broker-dealer with $254 billion in assets under advisement and $1.97 billion in annual revenues. We rank among the largest and fastest-growing firms in the industry, providing financial advisors with the flexibility, resources, and support to thrive. With home offices in Fairfield, Iowa, and Phoenix, Arizona, and a nationwide reach, our 900 associates maintain a 4:1 advisor-to-associate ratio to ensure personalized service.
Our community of over 4,000 producing financial advisors includes diverse business models—RIA, corporate RIA, hybrid, fee-only, and brokerage—and offers a broad selection of investment solutions with no proprietary products. At Cambridge, we are committed to building a diverse, inclusive, and empowering workplace, where 60% of our associates and 18% of our financial advisors are women, and 17% of our advisors are under 40.
Join us to help financial advisors succeed, make an impact, and discover your Something Wonderful. For further information about Cambridge, please visit https://www.joincambridge.com/
Work Environments
This role offers a hybrid schedule, requiring three days weekly in the office. Applicants should be located near one of our hubs (Fairfield, IA or Phoenix, AZ) and must be willing to work this schedule. Cambridge is not considering remote candidates at this time.
Recruiting Agencies: This position is being managed directly by Cambridge’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Fees will not be paid for unsolicited submissions. Your respect for this process is appreciated.