Manager, Experience Center

About the role

As an Manager, Experience Center you will serve as the operational engine of Security Benefit’s new in-house customer service function — translating strategic direction into daily execution, developing a high-performing team, and ensuring associates deliver consistent, consultative, high-quality service across Security Benefit’s annuity and retirement plan books of business.

This is a pivotal early hire in a phased organizational build, and you will play a central role in the transition from outsourced call center partners to an internal Experience Center, owning operational readiness, team effectiveness, and service quality at each milestone.

Responsibilities

• Manage day-to-day Experience Center operations, ensuring compliant, efficient, and high-quality handling of complex service inquiries related to annuity and retirement plan products, advisor/agent support, licensing, suitability, and client and distribution partner needs
• Translate the Director’s strategic priorities into operational plans, team workflows, and performance standards — bridging vision and frontline execution
• Monitor service-level goals and KPIs (FCR, AHT, NPS, SL) in real time; identify performance trends, surface risks, and implement timely corrective action
• Lead, develop, and hold accountable a team of direct reports, building their capability to coach effectively, deliver consistent feedback, and drive performance with clarity
• Conduct regular one-on-ones, performance reviews, and structured development conversations; identify high-potential talent and create pathways for growth
• Oversee quality monitoring and call observation processes, using QA data to drive consistency, identify coaching opportunities, and improve service delivery
• Ensure team adherence to applicable financial services regulations including FINRA/SEC, DOL, and NAIC/state standards, as well as Security Benefit’s internal policies and procedures
• Play a central operational role in the phased transition from third party administrator partners to an internal Experience Center, supporting knowledge transfer, associate readiness, and service continuity
• Provide the Director with regular reporting on team performance, operational trends, capacity, and emerging risks

Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related field; equivalent combination of education and experience considered
• 5+ years of experience in operations or service management, with at least 2–3 years in a people management role
• Experience in financial services, retirement plans, annuities, insurance, or another regulated industry
• Demonstrated ability to lead a team and manage performance across multiple levels
• Strong working knowledge of call center service metrics and quality assurance frameworks (FCR, AHT, NPS, SL)
• Exceptional communication, coaching, and organizational skills
• Proven ability to manage daily service operations in a high-volume, high-complexity environment — balancing efficiency, quality, and compliance simultaneously
• Strong coaching and feedback skills; demonstrated experience developing team members into effective, accountable contributors
• Direct experience supporting financial advisors/agents, distribution partners, or clients in a service or operations capacity (preferred)
• Background contributing to a contact center build, transformation, or large-scale operational transition (preferred)
• Familiarity with call center platforms including IVR, CRM, WFM, and telephony systems (preferred)
• Exposure to process improvement methodologies such as Lean or Six Sigma (preferred)

Qualifications

• Bachelor’s degree in Business, Operations, Finance, or a related field
• 5+ years of experience in operations or service management
• Experience in financial services, retirement plans, annuities, insurance, or another regulated industry
• Strong leadership and management skills
• Excellent communication and coaching abilities
• Ability to manage high-volume, high-complexity operations
• Experience in financial services regulation and compliance

Skills

• Financial Services Regulation
• Service Management
• Team Leadership
• Quality Assurance
• Process Improvement

Benefits

When you join our team, you’re not just getting a paycheck — you’re getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first.

• Competitive salary and annual incentive bonuses
• 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance)
• Paid parental leave after 90 days of service
• Comprehensive medical, dental & vision insurance
• 401(k) with company match, plus Profit Sharing & Savings Plan
• Flexible Spending Accounts for medical and dependent care
• Life Insurance to protect your loved ones
• Educational assistance to support your career development
• Associate assistance programs for your personal and professional well-being

Pay

Competitive salary and annual incentive bonuses to reward your contributions.

Schedule

Full-time position.