Customer Experience Manager 2, Principal Advised Services

We’re looking for a Customer Experience Manager II to join our Principal Advised Services team. In this role, you’ll be responsible for directly managing a team of customer experience specialists, while driving key service initiatives and business objectives!  

• 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. 

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years! 

• 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. 

Skills That Will Help You Stand Out  

• 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. 

The following locations are examples of market-specific salary ranges across different geographies. 

• Wichita, KS: $84,600 - $114,300 / year
• Des Moines, IA: $89,300 - $120,650 / year
• Charlotte, NC: $94,000 - $127,000 / year
• Chicago/Minneapolis: $103,400 - $139,700 / year
• Los Angeles/New York City: $112,800 - $152,400 / year

Location 

We’re open to considering remote and hybrid talent. Locations for hybrid talent include Des Moines, IA or a Principal office (if available in your community).  Check out our global headquarters here:

Work Authorization/Sponsorship

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. For additional information around work authorization needs please use the following links.

Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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