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AVP, Client Feedback
LPL Financial. Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
About the role
Key responsibilities & impact- Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
- Serve as a quality control checkpoint for consistent, professional client communications.
- Monitor feedback trends, escalating urgent or systemic issues as needed.
- Partner with cross‑functional feedback SMEs to drive delivery of responses within defined Service Level Agreements (SLAs) by tracking timelines, sending reminders, and proactively mitigating risks.
- Drive proactive oversight of feedback, including monitoring stale or aging items, and re-engaging stakeholders to move issues forward.
- Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high-risk feedback.
- Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
- Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
- Champion a culture of client-centricity, accountability, and continuous improvement across the organization.
Requirements
What you’ll need- 5+ years’ experience in client experience, feedback management, operations, or service quality roles.
- 5+ years’ experience working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
- 3+ years’ experience in the wealth management industry.
- Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.
Benefits
Comp & perks- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
feedback managementoperations managementservice qualityworkflow improvementsreportingclient communicationquality controlrisk mitigationdata analysisclient sentiment analysis
Soft Skills
client-centricityaccountabilitycontinuous improvementcross-functional collaborationproblem-solvingcommunicationstakeholder engagementorganizational skillsproactive oversightfacilitation