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AVP, Client Feedback
LPL FinancialAssistant Vice President managing client feedback to improve service quality at LPL Financial. Driving operational excellence and client-centric initiatives through data and collaboration.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
feedback managementoperations managementservice qualityworkflow improvementsreportingclient communicationquality controlrisk mitigationdata analysisclient sentiment analysis
Soft Skills
client-centricityaccountabilitycontinuous improvementcross-functional collaborationproblem-solvingcommunicationstakeholder engagementorganizational skillsproactive oversightfacilitation
Tools & Technologies
feedback systemsCRM toolscase management platformsoperational workflowstooling enhancementsservice level agreements (SLAs)client feedback toolsreporting toolsproject management softwarecommunication platforms
Industry Keywords
client experiencewealth managementclient feedbackservice deliverystakeholder managementfeedback governancetopic alignmentonboardingclient sentimentfeedback trends
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