Opportunity Overview 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 Resolution
- Act as advocate for the FA and Branch Team when they need extra help and expertise from the Home Office
- Provide one, single contact they can rely on for updates and resolution
- Build Strong Rapport with Branch Team, to build trust and recognition as reliable escalation contact
- Act 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 incidents
- Provide 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.** EEO Statement Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
Company Description Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.
Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.
People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.
View our Purpose, Inclusion and Citizenship Report.
Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.
Awards and Accolades At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
Position Requirements What Experience You Need :
- Bachelor's degree required
- 3+ years of experience within the Financial Services industry
- 2+ years' experience in a Field-facing guidance/coaching/support role [direct or indirect]
What could Set you Apart :
- 2+ years of experience in Technology role
- Branch Systems/Workflow experience
- Communicates with Impact to Branches/Areas/Regions and HQ Leaders/Stakeholders at all levels
- Experience in case management
- Computing device troubleshooting
- Network/Connectivity background
Salary Information Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.
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