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What You'll Do

We’re looking for a Senior Customer Experience Manager to join our ]Individual Solutions Roll In team! In this role, you’ll be responsible for managing a team of customer experience managers and lead multiple functions and/or leads initiatives enterprise wide. Team is responsible for handling inquiries from our customers regarding a broad range of needs.

• Applies service skills and product/procedural knowledge to provide exceptional customer experiences and meets the business unit objectives.

• Provides leadership, expertise, guidance and operational oversight of customer experience managers. Develops and leads the leaders of the engagement center to exceed strategic initiatives and goals.

• Recruits, selects, coaches, develops, motivates and engages leaders to further their development.

• Identifies and drives continuous process improvements for the department. Implements business processes to improve our ability to build long-term profitable customer relationships.

• Oversees engagement center operations by establishing standards, directing and allocating resources and monitoring results. Ensures proper metrics are in place to monitor the performance of leaders and team members to improve results.

• Establishes and maintains effective working relationships with business partners to identify and understand customer and business unit needs and objectives.

• Resolves escalated issues of a sensitive or critical nature. Uses creativity, problem-solving and in-depth knowledge to negotiate solutions and act as a liaison with internal and external customers.

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!

Who You Are

• 10+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education. Additionally, 2+ years of management experience

• FINRA Series 6 or 7 and Series 26 or 24 License(s) required with the ability to meet firm standards for registration within applicable jurisdictions.

• Coaching and mentoring skills and being able to influence and motivate others.

• Possess strong organizational leadership and negotiation skills.

• Must have knowledge of legal and regulatory issues affecting contact centers.

• Must have excellent presentation skills, including excellent oral and written communication skills.

• Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues

• Advanced proficiency and business unit products, processes and systems

• Ability to handle multiple tasks in a fast-paced environment with attention to detail

Salary Range Information

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

$95200 - $182400 / year

Time Off Program

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.

Pension Eligible

Yes

Additional Information

Work Environments

This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA, or Charlotte, NC). You’ll work with your leader to figure out which option may align best based on several factors.

Work Authorization/Sponsorship

At this time, we're not considering candidates 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 (https://www.uscis.gov/working-in-the-united-states/temporary-nonimmigrant-workers) and Green Card for Employment-Based Immigrants (https://www.uscis.gov/green-card/green-card-eligibility/green-card-for-employment-based-immigrants)

Investment Code of Ethics

For Principal Global Investors 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

While our expertise spans the globe, we're bound by one common purpose: to foster a world where financial security is accessible to all. And our success depends on the unique experiences, backgrounds, and talents of our employees – individually and all of us together. Explore our core values (https://www.principal.com/about-us/careers#core-values) , benefits (https://www.principal.com/about-us/careers#benefits) and why we’re an exceptional place (https://www.principal.com/about-us/careers#reputation) to grow your career.

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.

Posting Window

We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

Original Posting Date

6/11/2024

Most Recently Posted Date

6/11/2024

LinkedIn Remote Hashtag

#LI-Remote