Operations Manager, Customer Experience Center

$61,000 - $113,000/Yr

National Life - Addison, TX

Full-time - Manager

Addison, TX

Insurance Carriers and Related Activities

About the position

The Operations Manager for the Customer Experience Center (CEC) at National Life Group is responsible for leading and managing customer service processes across multiple sites. This role focuses on ensuring high-quality service delivery for Life Insurance and Annuity business lines, while also collaborating with distribution leadership and vendor partnerships to enhance operational efficiency. The position emphasizes team leadership, operational oversight, and performance monitoring to achieve organizational goals and maintain compliance with industry standards.

Responsibilities

• Lead, mentor, and manage Contact Center representatives across multiple sites to ensure effective customer service.
• Assist in developing and implementing strategic goals that align with departmental and organizational objectives.
• Encourage a culture of excellence by providing coaching and development opportunities to team members.
• Monitor and optimize activities for multiple lines of business, maintaining superior service standards.
• Ensure compliance with company policies and state and federal regulations.
• Maintain productivity and quality standards through comprehensive audits and reviews.
• Collaborate with internal teams and external partners to resolve issues and improve service delivery.
• Provide detailed, data-driven updates to leadership on production metrics and trends.

Requirements

• 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.
• Strong interpersonal and communication skills.

Nice-to-haves

• FINRA License (Series 6 & 26), FMLI, ChFC, or other financial services industry accreditation.

Benefits

• 401(k) retirement plan match
• Medical, dental, and vision insurance
• Company funded wellness account for director and below employees
• 10 paid holidays
• Generous paid time off plan (22 days of combined time-off for non-exempt employees)
• 6 weeks of paid parental leave
• 6 weeks of paid family leave after a year of full-time employment