Senior Manager, Omni-Channel Participant Services

Empower

Senior Manager leading omni-channel participant services for financial freedom. Overseeing live chat, phone, and email interactions to optimize participant support.

Posted 6/1/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $79,400 - $112,175 per yearWebsite

About the role

Key responsibilities & impact

Lead the execution, adoption, and ongoing expansion of live chat services as a strategic participant engagement channel.
Manage a team supporting participant interactions across phone, chat, and email channels.
Drive cross-channel efficiency by aligning resources to meet fluctuating participant demand and service needs.
Monitor and manage performance against service level agreements, productivity goals, quality standards, and operational metrics.
Serve as a Supervising Principal for FINRA-licensed representatives, ensuring adherence to regulatory requirements and supervisory responsibilities.
Identify and implement AI-driven and automation opportunities to streamline workflows, improve response times, and enhance the participant experience.
Provide coaching, development, performance feedback, and ongoing support to team members.
Oversee quality monitoring programs and ensure compliance with organizational policies and regulatory requirements.
Resolve escalated and complex participant issues with a focus on service excellence and timely resolution.
Analyze participant interactions and operational data to identify trends, risks, and opportunities for improvement.
Partner with cross-functional teams to implement service enhancements and support strategic initiatives.
Lead process improvement efforts that increase efficiency, consistency, and service quality.
Support workforce planning, staffing strategies, recruiting, and hiring decisions.
Ensure adherence to schedules, operational standards, and departmental expectations.
Foster a collaborative, positive, and high-performing team culture.

Requirements

What you’ll need

Bachelor’s degree in Business or a related field preferred; in lieu of a degree, 4 additional years of directly relevant financial services experience required.
Minimum of 5 years of leadership experience in a contact center, participant services, or financial services environment.
Minimum of 2 years of customer service experience, preferably within financial services, banking, or a contact center environment.
FINRA Series 6, 63, and 26 licenses required.
FINRA fingerprinting required.
Demonstrated ability to consistently achieve or exceed performance and operational goals.
Experience leading teams across multiple service channels, including phone, chat, and email.
Proven ability to coach, develop, and motivate individual contributors.
Strong written, verbal, and interpersonal communication skills.
Knowledge of retirement plans, including 401(k), 403(b), 457, and IRA products.
Understanding of FINRA, SEC, and related regulatory requirements.
Strong analytical, problem-solving, and decision-making skills.
Ability to manage multiple priorities and adapt in a fast-paced environment.

Benefits

Comp & perks

Medical, dental, vision and life insurance
Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
Tuition reimbursement up to $5,250/year
Business-casual environment that includes the option to wear jeans
Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
Paid volunteer time — 16 hours per calendar year
Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-driven automationperformance managementquality monitoringdata analysisprocess improvementworkforce planningstaffing strategiescustomer serviceparticipant interaction managementregulatory compliance

Soft Skills

leadershipcoachingteam developmentcommunicationproblem-solvingdecision-makingadaptabilitycollaborationservice excellenceperformance feedback

Certifications

FINRA Series 6FINRA Series 63FINRA Series 26FINRA fingerprinting