Operations Manager, Customer Experience Center

2 weeks ago

Addison, United States National Life Group Full time
Operations Manager, Customer Experience Center

Company Summary

Come join one of America's fastest growing insurance companies with a stable history of 175 years. At National Life Group ("NLG"), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

As Manager for the Customer Experience Center (CEC), you will support the team in executing customer service processes and utilizing tools that are crucial to achieving our vision of providing peace of mind to everyone we serve. This role is vital in overseeing and guiding our Customer Service and Support teams for both the Life Insurance and Annuity business lines. You will play a key role in contributing to service analysis and delivery across multiple sites and lines of business.

Additionally, you will collaborate with distribution leadership and Agency sales relationships, ensuring that offshore and vendor partnerships effectively support CEC operations.

Essential Duties and Responsibilities

Team Leadership:
  • Lead, mentor, and manage Contact Center representatives across multiple sites, ensuring efficient and effective customer service to all customers.
  • Assist in the development and implementation of strategic, individual, and team goals that align with broader departmental and organizational objectives.
  • Encourage a culture of excellence and high performance by providing coaching and development opportunities to team members.
  • Promote and foster a team environment that fully embraces and promotes our core values and culture.
Operational Oversight:
  • Monitor and help optimize activities for multiple lines of business and sites, maintaining superior service standards.
  • Ensure compliance with company policies, and state and federal regulations and best industry practices.
  • Maintain rigorous productivity and quality standards through comprehensive audits and reviews.
Service-First Delivery:
  • Maintain a solid understanding of our products, services, systems, and business processes to drive top-tier operational efficiency.
  • Collaborate with internal teams and external partners to resolve issues and improve service delivery.
  • Support the implementation of innovative processes to significantly improve workflow efficiency and resource utilization.
Performance Monitoring and Reporting:
  • Provide detailed, data-driven updates to leadership on production metrics, trends, and outcomes, offering insights and recommendations to improve.
  • Share insights from routine service delivery observations to help inform product, sales, and technology enhancements.
Core Workdays
  • This position is presently onsite/hybrid with the expectation of being in the office no fewer than three days per week with current campus days being Monday, Tuesday, and Wednesday (subject to change with business needs and manager discretion).
Factors that lead to success:
  • You are flexible and adaptable, based on the situation
  • You deal comfortably with the uncertainty of change
  • You solve problems creatively
  • You get excited about learning
  • You are empathetic and intuitively relate to others
  • You are intellectually curious and ask questions to get to the root cause of a problems and can imagine, compose, and articulate alternative possible solutions
Minimum Qualifications
  • Bachelor's degree in business, Operations Management, or related fields.
  • 3+ years of experience in Life and/or Annuity Operations, Financial Services or related fields.
  • Minimum of 3 years leadership experience.
  • Proven ability to supervise and support diverse teams in a fast-paced environment.
  • Basic understanding of financial and business principles.
  • Effective problem-solving and decision-making skills.
  • Good organizational skills and strong attention to detail.
  • Ability to contribute to process improvements and service enhancement initiatives.
  • Strong interpersonal and communication skills, with the ability to collaborate effectively.
  • Ability to pass a background check.
Preferred Qualifications
  • FINRA License (Series 6 & 26), FMLI, ChFC, or other financial services industry accreditation
Benefits
  • Your benefits start day one and are flexible and customizable to your and your family's specific needs. Check out the BENEFITS of a Career at National Life
The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.
Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT - founded in 1848, Life Insurance Company of the Southwest, Addison, TX - chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.
National Life Group
1 National Life Dr
Montpelier, VT 05604
Social Media Policy
Site Disclosure and Privacy Policy

  • Operations Manager, Customer Experience Center Lead

    1 week ago

    Addison, Texas, United States National Life Group Full time

    Job Title:Operations Manager, Customer Experience Center LeadJob Summary:As the Operations Manager, Customer Experience Center Lead, you will oversee and guide our Customer Service and Support teams for both the Life Insurance and Annuity business lines. You will play a key role in contributing to service analysis and delivery across multiple sites and lines...

  • Operations Manager, Customer Experience Center

    1 month ago

    Addison, United States National Life Group Full time

    Operations Manager, Customer Experience CenterCompany Summary Come join one of America's fastest growing insurance companies with a stable history of 175 years. At National Life Group ("NLG"), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our...

  • Operations Manager, Customer Experience Center

    1 month ago

    Addison, United States National Life Group Full time

    Operations Manager, Customer Experience CenterCompany SummaryCome join one of America's fastest growing insurance companies with a stable history of 175 years. At National Life Group ("NLG"), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our...

  • Strategic Operations Manager for Customer Experience Excellence

    7 days ago

    Addison, Texas, United States National Life Group Full time

    **Company Overview**At National Life Group, we're dedicated to making a positive impact on our customers' lives. With a rich history spanning over 175 years, we've established ourselves as one of America's fastest-growing insurance companies. Our mission is twofold: provide peace of mind to our customers through exceptional service and contribute to the...

  • Call Center Operations Manager

    7 days ago

    Addison, Texas, United States The Raymond Corporation Full time

    About the RoleWe are seeking an experienced Call Center Manager to lead our team in Addison, TX. As a key member of our organization, you will be responsible for overseeing the day-to-day operations of our call center, ensuring that our customers receive excellent service and support.In this role, you will manage a team of dispatchers, overseeing the...

  • Senior Project Assistant

    3 weeks ago

    Addison, United States HR Manager Full time

    Job DescriptionJob DescriptionSenior Project Assistant – Addison, IL$55,000 - $60,000 Annually + Benefits, PTO, 401KAs a respected leader in the construction industry, we pride ourselves on delivering high-quality projects that are on time and within budget. Our expertise spans residential, commercial, and infrastructure projects. With a strong commitment...

  • Call Center Client Account Manager I

    6 months ago

    Addison, United States Valor Intelligent Processing Full time

    POSITION OVERVIEW SENIOR CALL CENTER CLIENT ACCOUNT MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS Looking to add an experienced Call Center Client Account Manager I to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery. This is a...

  • Customer Experience Specialist

    6 months ago

    Addison, United States The Cary Company Full time

    What's the Gig? We're looking for someone who's passionate about people, thrives in a fast-paced environment, and wants to make a real impact on our customers' experiences. You'll be the go-to person for everything customer-related – from answering questions and processing orders to troubleshooting issues and building relationships. Think of yourself...

  • Consumer AML Operations KYC Contract Center Agent

    1 day ago

    Addison, United States Disability Solutions Full time

    Job Description:ABOUT US:At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.One of the keys to driving Responsible Growth is being a great place to...

  • Customer Service/Operations Coordinator

    3 days ago

    Addison, Texas, United States Always There Personnel Full time

    Are you looking for a customer-facing role that involves data management and collection? We have an exciting opportunity for a Customer Service/Data Management professional to join our team at Always There Personnel in Addison, TX.About the RoleThis full-time position requires excellent customer service skills, great phone etiquette, and proficiency in...

  • Consumer AML Operations Control Analyst

    4 months ago

    Addison, United States Bank of America Full time

    Description : ABOUT US: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great...

  • Manager - Service Coordination

    2 weeks ago

    Addison, United States Malin Full time

    The Call Center Manager will oversee the operation and management of a centralized call center in the service industry. This role involves managing a team of dispatchers responsible for coordinating and dispatching technicians to customer locations for the maintenance and servicing of material handling equipment. The Call Center Manager will ensure seamless...

  • Manager - Service Coordination

    5 days ago

    Addison, United States Malin Full time

    The Call Center Manager will oversee the operation and management of a centralized call center in the service industry. This role involves managing a team of dispatchers responsible for coordinating and dispatching technicians to customer locations for the maintenance and servicing of material handling equipment. The Call Center Manager will ensure seamless...

  • Data Center Solutions Manager

    6 days ago

    Addison, Texas, United States Tactical Overwatch Command LLC Full time

    Job Title: Data Center Solutions Manager">Company Overview: Overwatch Construction is a service-disabled Veteran-owned small business offering construction professional services, talent acquisition, and general contractor for the mission-critical infrastructure industry.">Salary: $80,000 - $120,000 per year">Job Description:">We are seeking a skilled Data...

  • Manager - Service Coordination - Addison, TX

    1 week ago

    Addison, United States The Raymond Corporation Full time

    The Call Center Manager will oversee the operation and management of a centralized call center in the service industry. This role involves managing a team of dispatchers responsible for coordinating and dispatching technicians to customer locations for the maintenance and servicing of material handling equipment. The Call Center Manager will ensure seamless...

  • Head Baker and Operations Manager

    7 days ago

    Addison, Texas, United States Vizcarra Hospitality,LLC Full time

    Job DescriptionWe are seeking a highly skilled Head Baker and Operations Manager to oversee the daily operations of our bakery. With a strong focus on quality and customer satisfaction, we are looking for an experienced professional who can lead our team to success.Company OverviewVizcarra Hospitality, LLC is a well-established catering company that has...

  • Deli Operations Manager

    4 weeks ago

    Addison, New York, United States United Refining Full time

    Job Summary:The Deli Manager is responsible for the daily operations of the food management department. This role ensures that all food products are stored, maintained, and rotated properly to avoid damage or spoilage.Key Responsibilities:Manage daily activities of employees to improve sales performance.Supervise employees in various duties such as cooking,...

  • Chief Information Security Operations Manager

    1 week ago

    Addison, Texas, United States ExecRecruitment Full time

    ExecRecruitment, a global professional services provider, is seeking an IT Infrastructure Security Project Manager to join their client's team. The ideal candidate will have a strong background in IT infrastructure and operations, with at least four years of experience.Job DescriptionThis role requires a lead to manage a wide range of technology initiatives...

  • Operations Manager

    2 weeks ago

    Addison, United States ASAP Personnel, Inc. Full time

    Job Title: Operations ManagerSalary: Starting at $80,000/year (negotiable based on experience)Location: Addison, TXJob Description:We are seeking an Operations Manager to join our dynamic team! The ideal candidate will possess a strong background in operations management with a focus on recruiting, accounting, and organizational efficiency. You will be a key...

  • Addison Plant Operations Manager

    3 days ago

    Addison, Illinois, United States Val Matic Valve and Mfg Corporation Full time

    Val-Matic Valve and Mfg Corporation is a leading manufacturer of air valves in North America. With a rich history dating back to 1966, the company has established itself as a trusted provider of essential products and services for industries and homes worldwide.Job Summary:We are seeking an experienced Addison Plant Operations Manager to oversee the...