Job Description

The Tech Branch Support Services team focuses on establishing and maintaining an escalation process for the Branch Teams and Executive Administrative Groups throughout the firm. Our intent is to simplify the experience for the Branch and Forum Members by consolidating escalation awareness and resolution.

What You'll Do:
As a Branch Escalation Manager, you will be an advocate for the Branch Teams and will be responsible to:
  • Lead Branch & Forum Member escalations from Inception through to ResolutionAct as advocate for the FA and Branch Team when they need extra help and expertise from the Home OfficeProvide one, single contact they can rely on for updates and resolutionBuild Strong Rapport with Branch Team, to build trust and recognition as reliable escalation contactAct as a Sounding board for general questions/concerns about a technical topic
  • Connect with Key Stakeholder groups to build network of skills and experience that will aid in Escalation Resolution- across all major divisions [Technology, Digital, Service, Operations, Branch Development]
  • Provide technology monitoring and escalation coordination for Firm events with significant field impact [I.e. Recognition Conferences; Zoom/webinar sessions; Campus-based events]
  • Collect, analyze and Summarize data supportive to resolving existing Branch Team issues and predicting potential future incidentsProvide expertise to Tech teams in best methods to gather and monitor Branch activity supportive of Tech analysis and troubleshooting [i.e. Branch Team Zoom monitoring; Tool usage and navigation]Build familiarity with Tech monitoring tools to support data collection and analysis [i.e. Branch Health; Nexthink; Splunk; Grafana]
    • **Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week effective June 1, 2026. Before June 1, 2026, candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.**
     

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