Service Leadership

Job Summary

The Service Experience Leader is responsible for leading and supporting one or more 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.

• Supervise the day-to-day activities of team or teams within a department, including administering performance reviews, progressive discipline, staffing, ensuring adequate initial and ongoing training, and ensuring 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.

• The Securities Industry Essential (SIE) and Financial Industry Regulatory Authority (FINRA) Series 99 are required within 12 months of being hired.

Our comprehensive benefits package is designed to support your health, well‑being, and work‑life balance. We offer paid time off, paid holidays and floating holidays, medical, dental, and vision coverage, short‑ and long‑term disability, and company‑paid life insurance. Associates also enjoy volunteer time off, wellness incentives, and additional benefits that support you both personally and professionally.

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, with 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.

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.

Mid‑Senior level

Full‑time

Other

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.

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