AVP, Home Office AI Product Owner

📋 Description

• • As the Assistant Vice President (AVP) of Home Office AI Product Owner at LPL Financial, you will be at the forefront of transforming operational and supervision workflows within the home office by strategically implementing AI-enabled, human-reviewed automation at scale.
• • This pivotal role is dedicated to optimizing the highest-volume, most complex workflows that directly impact financial advisors and their clients, with a clear mandate to significantly reduce the cost to serve, decrease cycle times, and mitigate operational risk within a highly regulated financial services environment.
• • You will be accountable for tangible outcomes, not merely the delivery of projects. Your success will be directly measured by improvements in the advisor and associate experience, including faster account opening processes, streamlined information capture, clearer upfront requirements, and smoother work progression through the organization with minimal rework.
• • The goal is to enable home office teams to dedicate more time to delivering consistent, high-quality service, rather than being consumed by status chasing, submission corrections, or case reprocessing.
• • Reporting to the VP of Home Office AI Solutions, you will operate as a senior product leader within a complex, matrixed organizational structure.
• • You will forge strong partnerships with leaders across operations, supervision, engineering, data, risk, legal, and compliance to collaboratively define strategy, secure essential alignment, and deliver AI-powered workflow solutions that are practical, governable, and demonstrably measurable.
• • A key aspect of this role involves designing and deploying advanced agentic AI patterns that effectively assist human decision-making while rigorously preserving accountability, facilitating thorough review, and ensuring robust auditability.
• • **Portfolio Ownership & Strategic Prioritization:** Take full ownership of the end-to-end portfolio of AI-enabled home office workflows. You will establish the overarching strategy and meticulously set priorities based on critical factors such as transaction volume, cycle time, drivers of rework, operational risk exposure, and quantifiable business impact.
• • **Customer Discovery and Workflow Mapping:** Engage deeply with frontline operations by shadowing daily tasks, reviewing actual case files, and meticulously mapping the journey of submissions to identify bottlenecks, points of return, or queue bounces. Translate these granular findings into concrete decisions and a well-defined, actionable plan for improvement.
• • **Clear Requirements at Intake:** Define and rigorously enforce intake standards that clearly articulate all necessary data, acceptable forms of evidence, precise decision rules, and known edge cases. This ensures that all submissions are complete, readily reviewable, and optimized for automation from the outset, thereby eliminating ambiguity that leads to returns, escalations, and unnecessary manual intervention.
• • **Human-Centered Workflow Design:** Architect and design human-centered workflows that leverage AI assistance to enhance the experience for advisors, investors, and home office associates. This design philosophy must maintain a strong emphasis on accountability, explainability, and regulatory defensibility.
• • **Apply Agentic AI Patterns:** Utilize agentic AI patterns to intelligently orchestrate multi-step tasks, proactively surface next-best actions for users, and coordinate seamless handoffs to appropriate human oversight, ensuring efficiency and accuracy.
• • **UI and Interaction Design Partnership:** Collaborate with or directly design user interfaces, screens, and forms that make AI-generated outputs intuitive and easy to review. This includes incorporating elements like confidence indicators, reason codes, suggested next steps, and clear pathways for human override.
• • **Supervision and Governance Partnership:** Work closely with partners in supervision, risk, legal, and compliance to translate complex policy and regulatory expectations into practical, buildable workflow logic, robust evidence capture mechanisms, and effective governance controls.
• • **Ensure Regulatory Compliance:** Guarantee that all AI-assisted solutions are designed from the ground up to meet stringent audit, supervision, and regulatory requirements.
• • **Human-Reviewed AI Assistance:** Apply AI to accelerate repeatable tasks where clear ownership is established. Examples include drafting case summaries for associate approval, extracting critical fields from documents for human review, and intelligently classifying incoming requests for efficient routing.
• • **Measurement, Outcomes (KPI) & Continuous Improvement:** Diligently track key performance indicators (KPIs) such as touches per case, return rates, queue time, reopen rates, and escalation rates. Utilize data analytics and user feedback to continuously iterate on solutions, fine-tune AI behavior, and make informed decisions about scaling successful features or retiring underperforming ones.
• • **Rollout and Adoption Strategy:** Lead pilot programs within live operational queues, actively gather feedback from associates and advisors, and drive widespread adoption by partnering with operations leadership to embed new workflows as the standard operational procedure.